Guest Relations Manager
Hyatt Regency Ghaziabad
Job Description :
Guest Relations Manager position is available at Hyatt Regency Ghaziabad. This is a Full Time Job which is under Executive Office. Easily apply for this hotel job on Careers at NILE.Job Summary:
The Guest Relations Manager is accountable for creating a welcome experience that transports guests from the chaos of the road to an oasis that evokes, refreshes and de-stresses all the senses and inspires guests to be their best. Proactively anticipate guests’ needs, by unleashing their own intelligence and personal judgment to engage with guests. They intuitively make every guest feel better, different and special.
Duties & Responsibilities:
- Responsible for the successful operations of the
Guest Relations Team - Responsible for the entire lobby experience
- “Owning” various stages of the guest experience and
developing the team in these stages - Provides welcome to all guests by manning the front door.
- Welcomes guests arriving at the hotel, offering
alternate check-in experiences including an elixir, traditional welcome and
cleansing towel service. Facilitates the flow of guests through the check in
process. - Meets and collating feedback from all guests on departure no matter what time are they checking out
- Courtesy calls are made to all inhouse guests every day in the evening to check on their stay
- Assist any guests in need and unusual situations
- Personal greeting all VIPs inhouse, arriving and
departing - Ensures VIP program is followed strictly
- Responsible to exceed performance goals.
- Responsible to training the Guest Relations team on
soft skills as well as standard operating procedures - Responsible for the Guest membership programme and
ensure that all guests who are members are appropriately recognized, meeting
all standards - Assists with the recruitment, selection and
development of the team following the operational, financial, administrative
philosophies willing to become multi skilled and perform multi tasks - Ensure the team and self are equipped with
information concerning general area and/or giving directions to hotel
facilities, meeting rooms, or events held therein - Assists in arranging and performing group and
satellite check ins - Providing and coordinating hotel services and
information to guests - Collects feedback from guests during breakfast and while in guest areas and communicates it
to the General Manager in a daily report. Each and every guest is covered in this report - Informs guest complains immediately to GM and feeds it on the Glitch portal
- Ensures no guest leaves the hotel unhappy
- Ensures guest's leaving happy are requested to fill up TRIP advisor and follow-ups with guests post departure to get comments on trip advisor/comment cards etc
- Maintain cleanliness, order and appropriate levels
in the lobby area including the elixir and towel station, botanicals, music and
scent - Ensure the stocking of the welcoming supplies
- Must be able to walk and
stand for the majority of the workday. Length of time of these tasks may vary from
day to day and task to task - Assists FOM with operations if needed
- Performs assigned KRA's
- Must be able to exert well-paced ability to reach
other departments of the hotel on a timely basis - Requires grasping, writing, standing, sitting,
walking, repetitive motions, listening and hearing ability and visual acuity - Talking and listening continuously in the process
of communicating with guests, supervisors and subordinates - Must have finger dexterity to be able to operate
office equipment such as computers, printers, multi-line touch tone phone,
filling cabinets, FAX machines, photocopiers, and other equipment as needed - Must work in close association with the Chief
Concierge and Front Office Manager. - Provide other duties and
services as assigned by the General Manager.
Job Knowledge, Skills & Abilities:
- Appear confident, well groomed and dressed in a
smart casual manner - Personality:
warm, welcoming, smiling and pleasant - Act with integrity
- Communicate effectively
- Fair and firm management abilities with high
influencing skills - Creative and Innovative
- Must be able to instinctively read body language
and know how to respond on an individual basis - Must possess literacy of Microsoft Office & PMS
- Extensive knowledge of the hotel, its facilities
and services - Thorough knowledge of the city and its attractions
- Must be passionate about meeting the unique needs
and request of each guest on a personal level - Embraces continuous renewal – personally and
professionally - Understands basics of human psychology
- Must be a good listener
- Intuitive and empathetic in nature
- Focused on how people “feel” during the customer
encounter vs. a transaction-oriented
interface - Strong Administration skills
- Strong Knowledge of Guest Relations field
- Pro-active approach to follow local and
international industry progress and activities - Hands-on approach to all operational aspects
- Initiative
- Self-motivated
- Coaching Skills
- Good computer skills
- Budgeting, Forecasting and expenses
controlling - Knowledge of brand standards
- Good Leadership Skills
SUMMARY:
It is not the intention of this Job description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all associates are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.
About Careers at NILE
NILE Hospitality, a distinguished third-party hotel management company in India, takes pride in its association with top Luxury Hotel Groups such as Wyndham, Hyatt, Ramada, and Radisson. Our dynamic and vertically integrated approach encompasses hotel operations, development, and rebranding services, providing exciting opportunities for hotel jobs enthusiasts. Explore our Hotel Jobs portal- Careers at NILE, meticulously designed to feature comprehensive listings of hotel job vacancies and placements across various NILE hotels. Join us to embark on a rewarding career journey with international brands, where NILE Hospitality serves as the catalyst for turning your aspirations into reality. Discover the unique purpose of careers at NILE, as we offer not just jobs but a platform for professional growth and recognition within the vibrant world of hotel management.
Date Posted:
14 Aug 2024
Location:
HRG