Guest Relations Executive

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

We are seeking an enthusiastic and detail-oriented Guest Relations Executive to join our dynamic hospitality team in Chennai, India. As the primary liaison between our guests and all hotel departments, you will be instrumental in delivering exceptional luxury service experiences. This role requires a customer-focused professional who is committed to anticipating guest needs, managing VIP arrivals, and ensuring every interaction reflects our commitment to excellence. You will work collaboratively across departments to create memorable moments for our guests while maintaining the highest standards of professionalism and discretion.

• Welcome and greet guests in the lobby with warmth and professionalism, escorting them to their accommodations whenever possible
• Coordinate VIP arrivals and special requests by attending daily briefings and communicating seamlessly with all hotel departments
• Prepare comprehensive arrival packages for VIP guests, including room allocations, welcome cards, personalized gifts, and express check-in arrangements
• Support the Front Office team during peak periods, ensuring smooth operations and exceptional guest experiences
• Identify and document individual guest needs and preferences in guest history files to enable personalized, customized service
• Handle guest complaints and special requests with empathy and assertiveness, following up promptly with guests and management
• Maintain detailed guest correspondence and respond to all inquiries in a timely, professional manner
• Promote hotel outlets, facilities, and Accor Loyalty Scheme membership to enhance revenue opportunities
• Actively upsell and cross-sell hotel services and amenities to guests
• Manage VIP amenity inventory, ensuring adequate stock levels and accurate record-keeping
• Attend daily Front Office handovers and brief team members on VIP arrivals and special requirements
• Maintain comprehensive guest history files and log all relevant guest interactions and preferences
• Assist in producing monthly VIP guest statistics and analytics
• Demonstrate resilience and flexibility by adapting to changing guest needs and operational demands
• Uphold all hotel standards and brand vision consistently throughout your shift

• Proven experience in guest relations, front office operations, or customer service within a luxury hotel or five-star hospitality environment
• Strong understanding of luxury service standards and best practices in guest engagement
• Demonstrated expertise in handling VIP guests, managing complaints, and addressing special requests with discretion and professionalism
• Proficiency with hotel Property Management Systems (PMS), such as Opera or similar platforms
• Fluent English language skills (essential)
• Additional language proficiency, particularly French, is highly desirable
• Excellent interpersonal and communication skills with the ability to build rapport with diverse guests
• Strong problem-solving abilities and capacity to think on your feet in dynamic situations
• Exceptional organizational and time management skills with meticulous attention to detail
• Ability to multitask effectively while maintaining service quality and guest focus
• Emotional intelligence and empathy to understand and respond to guest needs
• Flexibility to work shifts, weekends, and public holidays as required
• Impeccable grooming and professional presentation that reflects luxury brand standards
• Background or certification in hospitality management or customer service is advantageous
• Demonstrated ability to work collaboratively with cross-functional teams
• Strong analytical skills to track guest preferences and identify service improvement opportunities