Guest Relations Executive

Job Description

🏢Company: Accor – Novotel 🇮🇳
📍Location: New Delhi, Delhi, India 🇮🇳
💼Job Type: Full-Time, Permanent 💻
🏢Work Mode: On-site 🏨
⏳Experience: Minimum 2 Years in a Supervisory Role in Front Office Operations at an International Hotel Chain
🎓Education: University Graduate, Hotel Management Graduate, or Hotel School Diploma
💰Expected Salary: ₹3–₹5 Lakhs Per Year💸
📊Job Category: Hospitality, Customer Service, Guest Relations, Front Office Operations, Hotel Management
🌐Website: Website
📞Contact: Contact us

🌟In hospitality, a guest may forget the room number—but they remember how you made them feel.

A warm welcome. A thoughtful gesture. A problem resolved before it becomes a complaint.

These small moments can turn an ordinary hotel stay into an experience worth remembering.

🏨 Accor is hiring a Guest Relations Executive in New Delhi, offering an opportunity to create memorable guest experiences while supporting VIP services, guest loyalty, and front-office operations.

If you understand hospitality beyond check-ins and check-outs, this role could be your next career move.

🌟About Accor:
Accor is a global hospitality group with a diverse portfolio of hotel brands and properties across international markets.

The company focuses on guest satisfaction, professional development, responsible tourism, and inclusive workplaces. Its hospitality network also offers opportunities for employees to build skills and explore career growth across different hotel operations and brands.

For hospitality professionals, working with an international hotel group can provide valuable exposure to global service standards and guest experience management.

💡About the Role:
As a Guest Relations Executive, you will help ensure that guests receive attentive, personalized, and professional service throughout their stay.

You’ll maintain a visible presence in the lobby, support VIP guests, anticipate individual preferences, manage guest concerns, and coordinate with departments such as Front Office, Housekeeping, and Food & Beverage.

You’ll also contribute to loyalty programmes, guest feedback, service recovery, and operational standards.

The role calls for someone who combines polished communication with strong coordination skills, attention to detail, and the ability to remain calm in a fast-paced hotel environment.

📌Key Responsibilities:
🏨 Welcome arriving guests warmly and create a positive first impression.

🤝 Build personalized relationships with guests and anticipate their needs.

⭐ Manage VIP guest requirements, preferences, room arrangements, and special amenities.

💬 Respond to guest enquiries, concerns, and complaints promptly and professionally.

🔄 Coordinate with Front Office, Housekeeping, Food & Beverage, and other teams to deliver seamless service.

📋 Maintain accurate guest profiles, including preferences, feedback, and special requests.

🌟 Support guest recognition, frequent-guest, long-stay, and membership programmes.

📞 Conduct courtesy calls for VIP, long-staying, and unwell guests to gather feedback and address concerns.

🎉 Coordinate special arrangements for birthdays, celebrations, and other guest occasions.

📈 Identify opportunities to promote hotel facilities, services, and appropriate upgrades.

🛡️ Follow hotel policies, safety procedures, professional appearance standards, and service guidelines.

👥 Encourage teamwork and effective communication across hotel departments.

📦 Maintain adequate stocks of guest amenities, gifts, stationery, and loyalty-programme materials.

💰 Monitor departmental expenses and support inventory and cost-control procedures.

📊 Collect guest feedback and communicate recurring concerns or improvement opportunities to management.

🎯Requirements:
🎯 University degree, Hotel Management qualification, or Hotel School Diploma.

🎯 Minimum 2 years of supervisory experience in Front Office Operations at an international hotel chain.

🎯 Strong knowledge of hotel front-office procedures and guest service standards.

🎯 Familiarity with OPERA property management software.

🎯 Knowledge of VingCard key-card systems.

🎯 Good understanding of cashiering procedures.

🎯 Excellent communication, interpersonal, and guest-handling skills.

🎯 Ability to manage guest complaints and resolve issues professionally.

🎯 Strong coordination, organization, and problem-solving abilities.

🎯 Flexibility to work rotational shifts and adapt to operational requirements.

🌟Preferred Skills:
✅ Guest Relations and Customer Experience 🤝

✅ VIP Guest Handling and Personalization ⭐

✅ Front Office Operations 🏨

✅ OPERA Property Management System 💻

✅ VingCard and Room Access Systems 🔑

✅ Guest Loyalty Programme Management 🌟

✅ Complaint Resolution and Service Recovery 💬

✅ Interdepartmental Coordination 🔄

✅ Upselling and Hotel Service Promotion 📈

✅ Inventory and Cost Control 📊

🎁Why Consider Accor?
✅ Opportunity to work with a globally recognized hospitality group.

✅ Exposure to international hotel service standards.

✅ Opportunities to develop guest relations and front-office expertise.

✅ Potential for professional development and career progression within hospitality.

✅ Experience managing VIP guest expectations and loyalty initiatives.

🔥Career Insight:
Great hospitality professionals don’t simply respond to guest requests. They notice what guests need before they have to ask.

That ability comes from observation, empathy, communication, and a strong understanding of hotel operations.

For professionals aiming to grow in front-office leadership or guest experience management, this role can help strengthen the skills that make service exceptional—and build a reputation guests remember.