Guest Relations Associate

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences. 

We are looking for a dynamic Guest Relations Associate to join our team at Fairmont Mumbai. In this role, you will be the face of the hotel, responsible for creating memorable experiences for our guests and ensuring their stay exceeds expectations.

Key Responsibilities:

• Warm Welcome: Greet guests upon arrival with a warm and friendly demeanor, providing a personalized and memorable welcome experience.
• Guest Assistance: Assist guests with check-in and check-out procedures, ensuring a seamless and efficient process while maintaining the highest levels of hospitality.
• Anticipate Needs: Anticipate guest needs and preferences, proactively offering assistance, information, and recommendations to enhance their stay.
• Problem Resolution: Act as a point of contact for guest inquiries, concerns, and complaints, resolving issues promptly and effectively to ensure guest satisfaction.
• VIP Services: Provide personalized services to VIP guests, including arranging special amenities, coordinating special requests, and ensuring VIP preferences are met.
• Concierge Services: Assist guests with reservations, transportation arrangements, and recommendations for dining, entertainment, and sightseeing options.
• Guest Communication: Maintain clear and open communication with guests, keeping them informed about hotel services, facilities, and special events.
• Relationship Building: Build and maintain strong relationships with guests, ensuring their loyalty and satisfaction with their Fairmont Mumbai experience.
• Team Collaboration: Collaborate with other departments, including front office, housekeeping, and food and beverage, to ensure seamless guest experiences and resolve any issues that may arise.

• Previous experience in guest relations, customer service, or hospitality is preferred.
• Excellent interpersonal and communication skills, with fluency in English (additional languages are a plus).
• Strong problem-solving abilities and the ability to remain calm and composed under pressure.
• Exceptional attention to detail and organizational skills.
• Ability to multitask effectively and prioritize guest needs in a fast-paced environment.
• Flexibility to work various shifts, including weekends and holidays.
• Proficiency in using computer systems and hotel management software.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.