Job Description

We are seeking an enthusiastic and customer-focused Guest Service Executive to join our dynamic team in Visakhapatnam, India. In this pivotal role, you will be the cornerstone of our guest experience, delivering exceptional service across all front office operations. You will work collaboratively with colleagues to ensure every guest interaction reflects our commitment to excellence, while maintaining the highest standards of professionalism and care. This position offers the opportunity to make a meaningful impact on guest satisfaction and contribute to a supportive, inclusive work environment.

• Provide exceptional guest service during check-in and check-out procedures, ensuring a seamless and welcoming experience
• Register guests and assign rooms according to reservation confirmations with accuracy and attention to detail
• Prepare and coordinate VIP arrivals for loyalty members, suite guests, and transfer arrivals, maintaining meticulous records
• Compile and distribute daily VIP lists to all operations departments to ensure coordinated service delivery
• Recommend tourist attractions, local experiences, and dining options to enhance guest stays
• Maintain strict confidentiality of all guest information and personal details in accordance with privacy policies
• Collaborate with Housekeeping to monitor and manage room status effectively throughout the day
• Handle all cashiering duties with precision, adhering to credit and cash handling policies and procedures
• Respond promptly and professionally to guest feedback, taking ownership of first-person recovery solutions
• Prepare customized VIP amenities for loyalty program members and suite guests daily
• Monitor and respond to guest relations emails in a timely and professional manner
• Provide guidance and on-the-job training to Guest Services Officers, fostering a collaborative team environment
• Ensure all guest arrival and departure procedures comply with Standard Operating Procedures and recommend process improvements
• Maintain comprehensive knowledge of all hotel products, services, and amenities to provide informed recommendations
• Alert Security or Duty Manager of any suspicious activity or individuals in the lobby area
• Maintain the cleanliness and organization of all front office areas
• Attend all briefings, meetings, and training sessions as assigned by management
• Perform additional duties as reasonably assigned by management to support operational needs

Qualifications

• Excellent communication and interpersonal skills with the ability to engage effectively with guests and colleagues
• Exceptional customer service skills with a genuine passion for creating memorable guest experiences
• Ability to thrive in a dynamic, fast-paced environment while maintaining composure and efficiency
• Strong analytical and problem-solving skills with a detail-oriented approach to tasks
• Fluent English proficiency in reading, writing, and speaking
• Proven experience in guest relations management or front office operations
• Solid understanding of hotel systems, property management software, and guest management tools
• Strong cash handling and credit procedures knowledge with demonstrated accuracy
• Experience managing VIP guests and delivering personalized service
• Excellent conflict resolution and de-escalation abilities
• Strong time management and organizational skills
• Ability to work collaboratively in a team-oriented environment
• Empathetic approach to guest concerns with a commitment to inclusive service delivery
• Willingness to learn and adapt to evolving hotel procedures and guest expectations