Guest Relations Executive
Fairmont Hotels & Resorts
Remote
Your Fairmont Journey Starts Here:
Are you a someone with a passion for excellence and a flair for exceptional hospitality? Fairmont Udaipur Palace invites you to embark on an unforgettable journey of luxury and join our pre-opening team.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Job Description
- Welcome guests upon arrival and provide a warm, professional first impression of the hotel.
- Assist guests during check-in and check-out processes when required and ensure smooth guest flow in the lobby.
- Interact with guests regularly to ensure satisfaction with hotel services and facilities.
- Handle guest inquiries, requests, and complaints promptly and professionally to ensure quick resolution.
- Coordinate with different hotel departments such as Front Office, Housekeeping, Food & Beverage, and Concierge to fulfill guest requests efficiently.
- Maintain and update guest profiles, preferences, and special requirements in the hotel system.
- Identify VIP guests, repeat guests, and special occasions (birthdays, anniversaries, honeymoon stays) and arrange personalized services or amenities.
- Conduct guest feedback collection and follow up on service recovery when required.
- Ensure lobby presence to assist guests and maintain high visibility for guest interaction.
- Provide information about hotel facilities, dining options, local attractions, and hotel events.
- Assist in organizing special guest experiences such as celebrations, surprises, or welcome arrangements.
- Monitor guest satisfaction scores, reviews, and feedback to identify service improvement opportunities.
- Maintain proper documentation of guest incidents, complaints, and service recovery actions.
- Follow hotel policies, brand standards, and service procedures at all times.
- Ensure professional grooming and maintain a positive representation of the hotel brand.
- Diploma or Bachelor’s Degree in Hotel Management, Hospitality Management, Tourism, or a related field.
- 1–3 years of experience in Guest Relations, Front Office, Customer Service, or Hospitality Operations.
- Excellent communication and interpersonal skills.
- Strong customer service and problem-solving abilities.
- Ability to handle guest complaints calmly and professionally.
- Strong organizational and multitasking skills.
- Knowledge of hotel operations and guest service standards.
- Ability to work in a fast-paced hospitality environment.
- Basic computer skills and familiarity with Property Management Systems (PMS).
- Professional grooming and presentation standards.
- Fluency in English; additional languages are considered an advantage.
Our Commitment To Diversity & Inclusion
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.