A Guest Relations Executive directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. What will I be doing? As Guest Relations Executive, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Executive is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: • Meet, greet and direct Guests who enter the lobby area • Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements • Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner • Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations • Manage, record and resolve promptly Guest or customer complaints • Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge • Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate • Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest • Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget • Maintain good communication and work relationships in all hotel areas • Maintain staffing levels to meet business demands • Attend all Reception meetings and Executive Lounge Meetings • Comply with hotel security, fire regulations and all health and safety legislation • Act in accordance with policies and procedures when working with front of house equipment and property management systems • Assist with other departments, as necessary
