Job Description

Ensure that guest check-in and check-out services are done promptly and
courteously.

Ensure that front office staff is available at all the times for customer assistance.

Provide outstanding services and ensure guest satisfaction.

Provide direction and guidance to front office staff to meet hotel goals.

Manage special requests for customers including restaurant reservations,
limousine services and car rentals.

Address guest inquiries and concerns in a timely and professional manner.

Coordinate with Event Coordinator in organizing meetings and specials events as
requested by guests.

Escalate unresolved guest issues to Director for immediate resolution.

Monitor and manage expenses within allotted budget.

Welcome and escort VIP guests and special guests from driveway to assigned
rooms.


Make and change room assignments according to guest requirements
Roles and responsibility
Identifies and leads process and technology
improvement initiatives to optimize the effectiveness
of the Guest Relations call center and team.
Manages the vendors that support all ongoing guest-
related research and service audit programs as well
as Guest Relations process and technology
optimization (e.g., Mindshare and Salesforce.com).
Develops training and trains Operators on guest
relations through the training program. Helps
Operators enhance the guest experience in their
stores based on guest feedback.
Recruits, selects, coaches and develops an effective
and efficient team of Guest Relations professionals,
who directly interact with guests concerning their
commendations, questions, and concerns.
Job Specification
3+ years of experience as guest relations manager
5+ years of experience in hospitality
Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
Familiarity with industrys latest trends
Hands on experience with guest relationship management, Front Office, Help Desk, Customer Feedback
Proficiency in English, multilingualism will be considered an asset
Guest service orientation and drive
Excellent problem resolution skills along with outstanding communication and active listening skills
Highly responsible and reliable with a professional presentation
BS degree in hospitality management, business administration or related field
Salary:
INR 250000- 350000
Industry:
FMCG / Foods / Beverage
Farea:
Hotels, Restaurants
Role Category:
Front Office/Customer Care
Role:
Front Office/Guest Relations Executive/Manager
Keyskills:
Guest Relation Manager

Enhance Quality of Resume Screening
Process
Screening Criteria Must have
criteria
ajay saurav
Level 1 Matching JD and
applicant objectives

no
No
Level 2 cut offs Education MBA (hospitality
preferd)and other
related field
yes yes
Salary 2.5 to 3.5 negotiable negotiable
Location Pan india
Level 3 cut offs
(KSA)
Past experience Min 5 year
hospitality industry
no no
functional Public relation
knowledge,train
team member,
develop training
module
no no
behavioral Communication
skill,multi lingual,
Good
communication
no
Level 4 cut offs
(Specific
Criteria)
Should be able to
develop training
module for
operations
Dale carnegie
Red flags experience experience
To probe
further
salary to be cheked Location to be cheked
Remarks fresher
Enhance Quality of Resume Screening
Process
Job Title __________ Screening Matrix
manish himanshu Anil
Wayne Andres
Level 1 yes no
yes
Level 2 cut
offs
Yes (diploma in
PR)
Yes mba yes Bachelor degree in
hospitility mgt

negotiable Not specified not specified Not specified
Pan india Not specified not specified Not specified
Level 3 cut
offs (KSA)
5 year in hospitality no 3 years 6 year
Yes,yes no no Promoting new discount
policies
Superior customer
service, lead team,
yes High
communication
skill
Good communication skill Multi lingual
Level 4 cut
offs
yes no
Red flags educational
qualification work experiance
To probe
further
Salary salary location
Remarks Good work experience fresher best employee award Good work exp.

Proposed Interview questionnaire for
Candidate
1. How would you describe yourself?
2. Why did you leave your last job?
3. What specific goals,other than those related to your
occupation, have you established?
4. What are your thoughts about working alone vs. working
with team?
5. Why should I hire you?
6. In what ways do you can make a contribution to our us?
7. What interests you about our service or products?
8. What are your expectations regarding promotion and
salary increases?
9. What was the most complex assignment you have had?
10. Give me an example that best describe your
organizational skill?
Showcase the shortlisted final 3
candidates