Guest Relation Executive

JOB DESCRIPTION

Guest Relations Executive Operations

Department: Operations
Reporting To: Manager – Operations / Duty Manager
Qualification: Graduate or Diploma in Hospitality / Aviation
Experience: 2–3 years in hospitality, hotels, or front-office operations
Brand: Insignia – PVR INOX

1. Job Purpose

To ensure an exceptional guest experience by delivering personalized service, maintaining brand standards, coordinating promotional activities, and ensuring adherence to operational, grooming, cleanliness, and hygiene standards at Insignia.

2. Key Roles and Responsibilities

A. Guest Relations and Customer Experience

• Welcome and greet guests upon arrival and ensure their requirements are addressed promptly and professionally.
• Assist guests in the lounge and provide personalized service to enhance their overall experience.
• Handle guest queries, concerns, and complaints efficiently, escalating issues to the Duty Manager wherever required.
• Collect, compile, and share guest feedback with the concerned team for appropriate action.

B. Operations and Target Achievement

• Assist the Duty Manager in achieving operational targets in line with departmental goals.
• Monitor and coordinate promotional activities related to Box Office and Food & Beverage operations.
• Coordinate with relevant departments to ensure smooth day-to-day operations.

C. Brand Standards and SOP Compliance

• Ensure consistent implementation of Insignia brand standards to maintain a premium brand image.
• Ensure compliance with operational SOPs, service standards, and company policies.
• Monitor service quality and take corrective action wherever required.

D. Training and Grooming

• Conduct regular training sessions for Guest Service Associates (GSAs) to improve service quality and guest handling.
• Facilitate induction and on-the-job training for new joiners.
• Conduct regular grooming audits and ensure adherence to prescribed grooming standards.

E. Cleanliness and Hygiene

• Ensure cleanliness and hygiene standards are maintained across all operational areas, including the guest lounge.
• Conduct regular checks and coordinate with the concerned teams to resolve any gaps.

3. Key Competencies

• Excellent communication and interpersonal skills.
• Strong guest-handling and customer-service orientation.
• Professional grooming and presentation.
• Problem-solving and complaint-handling skills.
• Team coordination and collaboration.
• Attention to detail and commitment to service excellence.
• Ability to work in shifts, including weekends and holidays.

4. Application Process

Interested candidates who meet the above requirements may share their updated resumes at:

Email: [email removed]

PVR INOX – Delivering exceptional guest experiences.