Job description
Guest Relations Specialist
Guest Relations Specialist handles the day-to-day operations of guest relations & hospitality functions of Workplace Enablement Services for a facility at EYGDS center. Ensure daily management of all Inbound and Outbound Guest, Expatriates requirements / New hire accommodation, and events. Respond to inquiries and requests for service from internal departments and supervises Guest relation operations.
Your key responsibilities
- Responsible to manage Guest relations within Centre. Drive operational excellence for hospitality and event coordination.
- Support in organizing customer centric programs. Support in executing training programs and coordinate training sessions to ensure all the Guest relations & Hospitality teams are trained periodically on Customer experience towards excellence and upgrading their skills in handling customers.
- Responsible for managing Expatriates. Greet and Meet. Provide them with the orientation of the facility and support with providing all necessary information during their stay in the country. Manage expatriates business visa invite letters, FRRO(Foreigners Regional Registration Officer), visa extensions, relocation process, lease agreements etc
- Participate and support in executing initiatives to explore new ways of managing Guest relations that enhances employee experience, improve efficiency, productivity, safety and optimise cost.
- Support in managing relationship with Stakeholders, Customers, Vendors, Industry peers and global contacts. Maintain a positive relationship with team members and colleagues. Demonstrate commitment to people development and support leadership.
- Coordinate for events – Town halls, Global leadership visits, Partner confluence, strategic off sites, Global integration events held in India, Executive business meetings and important Client Meetings of internal teams.
- Monitors compliance with approved policies, procedures, and processes. Assist in reviewing and updating written Guest relations SOPs, instructions and manuals.
- Participates in the development and administration of the Guest relations & Hospitality operating budget.
- Handles customer escalations efficiently to create a continual improvement process in place and responds to emergency situations.
- Actively participate in professional forums & events, to gain new market insights, maintain awareness of evolving industry trends and developments in the field of Guest Relation and Hospitality. Support to incorporate new learning /developments as appropriate into Guest relation programs.
- Maintain effective working relationships during all interactions with team/ cross functions and Service provider staff on site
Skills and attributes for success
- Should consistently demonstrate Organisation, time management, prioritising and the ability to handle a complex, varied workload
- Exceptional customer service abilities
- Excellent public relations and customer relationship management skills
- Must be a well-organized, detail and customer (internal and external) oriented self-starter
- Excellent communication skills – Should be able communicate clearly and concisely, both orally and in writing.
- Be able to Organize, implement and direct facility maintenance operations and activities
- Should possess ability to Develop and recommend systems and procedures related to assigned operations.
- Should possess Analytical and problem-solving skills
- Should have strong decision-making ability
- Should possess ability to lead and manage teams and projects
- Should pay attention to detail but also the ability to see the implications for the bigger picture
- Should have a good knowledge of MS Office package.
To qualify for the role, you must have
- 3-5 years of managerial experience, with minimum 2 years of experience in managing similar role in comparable organisations, with sound knowledge & experience, in workplace services domain.
- Bachelor's degree in Hospitality/Hotel Management, or equivalent professional level experience
