Front Desk – Guest Relation Executive (GRE)

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Job Description, Duties, Interview Questions and Salary for Guest Relation Executive ( GRE )

The Front Desk – Guest Relation Executive (GRE) is an essential role in the hospitality industry. As the first point of contact for guests, the GRE is responsible for creating a positive and welcoming experience for all visitors. They greet guests upon arrival, assist with check-in and check-out procedures, and provide information about hotel amenities and services.

In addition to their reception duties, the GRE also acts as a liaison between guests and other hotel departments. They handle guest complaints, inquiries, and requests, ensuring that all issues are resolved promptly and to the satisfaction of the guest. The GRE is also responsible for maintaining accurate records of guest information, room availability, and billing details.

To excel in this role, a GRE must possess excellent communication and customer service skills. They must be able to handle a high volume of guest interactions with professionalism and efficiency. They should also have a strong attention to detail and be able to multitask effectively.

Overall, the Front Desk – Guest Relations executive plays a crucial role in ensuring that guests have a positive experience during their stay at the hotel. They are the face of the establishment and are responsible for creating a warm and welcoming environment that guests will remember long after their visit.

Attend to guests courteously and deal promptly with their requests and queries. Have Detailed information about the hotel and city. Check on VIP guest movements, and complete their pre-registration formalities.

Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first-hand service recovery steps.

GRE DUTIES AND RESPONSIBILITIES:

  • Welcome guests during check-in and give a fond farewell to guests while checkout. 
  •  Handling guest complaints and concerns in an efficient and timely manner.
  •  Overseeing VIP guests, arrivals and departures. 
  •  Coordinating and multi-tasking job duties in a busy environment.
  •  Should possess detailed information about the Hotel, city as well as the competition.
  •  Detailed information regarding arrivals and room requirements.
  •  Have up-to-date information on daily room occupancy
  •  Providing excellent customer service as per hotel standards.
  •  Greeting guests as they enter and exit the hotel. 
  •  Providing information regarding the Hotel, town attractions, activities, etc.
  •  Check on VIP reservations, and complete their pre-registration formalities.
  •  Allocate rooms to all arriving guests.
  •  Maintain up-to-date information on room rates, current promotions, offers, and packages
  •  Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
  •  Coordinate with housekeeping for clearing of rooms.
  •  Collect Guest feedback during guest departure along with his likes and dislikes.
  •  Perform basic cashier activities as and when required.
  •  Maintain guest lockers for safe custody.
  •  Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
  •  Give proper and complete handover to the next shift
  •  Should be able to handle all guests without bias or prejudice.
  •  Follow the house rules and policies laid down by the management.
  •  Adhere to strict staff grooming and hygiene standards.
  •  Consciously and continuously strive to better his/ her skills and increase his/ her knowledge.
  •  Good command of the English language is essential, both written and verbal 
  •  Must possess strong organization time management skills, and attention to detail.
  •  Must be guest service-focused and a team player.
  •  A positive attitude and outgoing personality is essential.
  •  Must be able to work shifts – days, evenings, weekends, and holidays.
  •  Ability to relate well to Hotel guests and employees. 
  •  Professional in demeanor and presentation. 
  •  Personable, enthusiastic, self-motivated, and able to work independently.
  •  Observant, discriminating, and detail-oriented 
  •  Ability to understand and carry out oral and written instructions and request clarification when needed. 
  •  Strong interpersonal and organizational skills.
  •  Able to work morning, evening, weekend, holiday, and overnight shifts.

POSITION TITLE: GUEST RELATION EXECUTIVE – GRE

REPORTS TO: Front office manager / Asst. Front office manager

PREREQUISITES:

Good guest interaction skills.

Good listening skills.

Sound decision-making.

Good interpersonal and communication skills.

Leadership/People management.

EDUCATION:

Must be able to read, speak, write, and understand the primary language used in the workplace. Their behaviour and personal appearance will always be geared to the objective of being an example to all other staff within the Hotel. They will strive to use polite language and be well-groomed in their relationship with the Hotel guests, colleagues, and staff.

EXPERIENCE:

Two years of Front Office experience, a Minimum of one year of hotel front desk supervisory experience, and experience handling cash, accounting procedures, and general administrative tasks, Additional languages spoken would be an asset.

Interview Questions For Front Desk Guest Relation Executive (GRE) Position:

Interviewing candidates for a Front Desk Guest Relation Executive (GRE) position involves assessing their interpersonal skills, customer service abilities, and organizational proficiency. Here are some interview questions you might consider:

  1. Can you describe your experience in guest relations or customer service, particularly in a hotel setting?
    • This question allows the candidate to provide an overview of their relevant experience and background.
  2. How do you handle challenging or dissatisfied guests to ensure a positive resolution?
    • Assess the candidate’s interpersonal and problem-solving skills, as managing guest relations requires the ability to address concerns effectively.
  3. What strategies do you use to create a welcoming and personalized experience for guests during check-in?
    • This question evaluates the candidate’s approach to providing excellent customer service and making guests feel valued.
  4. Can you provide an example of a time when you went above and beyond to exceed a guest’s expectations?
    • This behavioral question allows the candidate to showcase their commitment to providing exceptional service.
  5. How do you manage guest feedback and reviews, and what actions do you take based on that feedback?
    • Assess the candidate’s responsiveness to guest feedback and their willingness to implement improvements based on reviews.
  6. What steps do you take to stay informed about hotel services, local attractions, and events to assist guests effectively?
    • Evaluate the candidate’s knowledge and curiosity about the local area, as they may be required to provide helpful information to guests.
  7. How do you handle multiple tasks, such as phone calls, guest inquiries, and check-ins, simultaneously at the front desk?
    • Assess the candidate’s organizational and multitasking skills, important for managing the demands of a busy front desk.
  8. Are you familiar with reservation systems and front office software? Can you give examples of systems you have used?
    • This question evaluates the candidate’s technical skills and their familiarity with tools commonly used in front office operations.
  9. How do you handle confidential information, such as guest details, ensuring privacy and compliance with data protection regulations?
    • Assess the candidate’s understanding of privacy and security protocols, essential for maintaining guest confidentiality.
  10. What do you believe are the most important qualities for a Guest Relation Executive to possess?
    • This question allows the candidate to express their understanding of the role and the qualities they think are essential for success in guest relations.

Salary for a Front Desk Guest Relation Executive (GRE): The salary for a Front Desk Guest Relation Executive can vary based on factors such as the location, the type of establishment (e.g., luxury hotel vs. budget hotel), and the candidate’s experience. As of January 2024, the average annual salary for a Guest relations executive in the United States ranged from $35,000 to $50,000.

It’s important to note that these figures can change over time, and it’s advisable to refer to the latest industry reports, salary surveys, and local job market data for the most up-to-date information on salaries for Front Desk Guest relations executives.


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