Job Description – Guest Relations Executive

Company Description

Grand Hotel (Bombay) Pvt. Ltd. is a hospitality company with a legacy dating back to 1922, when the Grand Hotel, Mumbai, was established. The company owns and operates two distinctive properties in India, committed to delivering memorable guest experiences through personalised service, comfort, and hospitality.

The Grand Hotel, Mumbai, is the flagship property, designed by renowned architect George Wittet and located in the historic Ballard Estate precinct of South Mumbai. Valley View Grand Resort, the group's second property, is situated in the picturesque hill station of Panhala, Kolhapur, at an altitude of approximately 3,000 feet above sea level.

With over a century of hospitality heritage, the company is committed to maintaining high service standards while blending traditional hospitality with contemporary guest expectations.

Role Description

This is a full-time, on-site role for a Guest Relations Executive at Grand Hotel, Mumbai, located in South Mumbai.

The Guest Relations Executive will be responsible for ensuring exceptional guest experiences through personalised attention, proactive service, and effective resolution of guest concerns. The role involves overseeing guest relations activities, monitoring guest satisfaction, coordinating with Front Office and other hotel departments, and ensuring that guests receive a warm, seamless, and memorable experience throughout their stay.

The ideal candidate should possess excellent communication and interpersonal skills, a strong service-oriented attitude, and the ability to lead by example while maintaining the hotel's standards of hospitality.

Key Responsibilities

Guest Experience & Relations

Welcome and engage with guests in a warm, courteous, and professional manner.
Build rapport with guests and provide personalised attention, particularly to VIPs, repeat guests, corporate guests, and guests with special requests.
Proactively interact with in-house guests to assess satisfaction and identify opportunities to enhance their experience.
Ensure guest requests, preferences, and special arrangements are communicated to the relevant departments and followed through promptly.
Assist guests with information regarding hotel facilities, dining options, transportation, and local attractions.

Complaint Handling & Service Recovery

Handle guest complaints, feedback, and service-related concerns professionally, ensuring timely and appropriate resolution.
Coordinate with the Front Office Manager, Duty Manager, and other department heads to address escalated issues.
Follow up with guests after resolution to ensure satisfaction and restore confidence in the hotel's service.
Record guest feedback, complaints, and corrective actions to help prevent recurring issues.
Escalate serious complaints, unusual incidents, or matters affecting the hotel's reputation to the management.

Team Coordination

Handling daily guest relations activities and guide team members in maintaining consistent service standards.
Coordinate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and Security to ensure smooth guest experiences.
Monitor room readiness, special amenities, guest preferences, and VIP arrangements in coordination with the concerned departments.
Support the Front Office team during peak arrival and departure periods whenever required.
Encourage teamwork, professional conduct, and a guest-first approach across departments.

Guest Feedback & Quality Standards

Monitor online reviews, guest feedback, and satisfaction trends across relevant booking platforms and feedback channels.
Coordinate with the management team in preparing appropriate responses to guest reviews and feedback.
Maintain accurate records of guest preferences, complaints, service recovery measures, and special requests.
Identify recurring service gaps and recommend practical improvements to management.
Ensure compliance with hotel policies, service standards, grooming requirements, and quality assurance procedures.

Administrative & Operational Responsibilities

Maintain effective communication and handover records between shifts.
Prepare guest relations reports and provide updates on guest satisfaction, pending concerns, and service issues.
Maintain confidentiality of guest information and safeguard hotel assets.
Assist with VIP arrivals, special occasions, guest celebrations, and other hospitality arrangements.
Perform additional duties as assigned by the Front Office Manager or Hotel Management.

Qualifications & Skills

A degree or diploma in Hotel Management, Hospitality, or a related field.
Prior experience in Guest Relations, Front Office, or Guest Services in a hotel environment.
Previous supervisory experience will be preferred.
Excellent verbal and written communication skills in English; knowledge of Hindi and additional languages would be an advantage.
Strong interpersonal skills with a natural ability to interact confidently with guests from diverse backgrounds.
Excellent complaint-handling, problem-solving, and service recovery skills.
Proficiency in Microsoft Office and familiarity with hotel Property Management Systems (PMS).
Knowledge of online travel agency platforms, guest feedback systems, and online review management would be an advantage.
Strong organisational skills, attention to detail, and the ability to multitask in a fast-paced environment.
A professional appearance, positive attitude, and commitment to delivering exceptional guest service.

Job Summary

The Guest Relations Executive serves as a key point of contact for guests, ensuring that their needs are anticipated, requests are fulfilled, and concerns are resolved promptly and professionally. The role requires close coordination with hotel departments, effective handling of guest relations activities, and a proactive approach to guest satisfaction.

The successful candidate will help strengthen guest loyalty, encourage positive reviews, improve service delivery, and uphold the reputation and hospitality standards of Grand Hotel, Mumbai.

Salary Package

An attractive salary package will be offered in accordance with industry standards, commensurate with the candidate's experience, qualifications, and suitability for the role.