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Guest Relationship Executive

at Kerala Ayurveda Ltd. in Banglore

a) Whenever a repeat guest appears, guest relations must build a dossier on the guest. This is a qualitative dossier: the likes and dislikes of the guest, any people the guest liked specially among staff/ had an issue with; when the guest’s birthday is. Is the guest married or unmarried, names of kids and spouse even if not accompanying, favourite hobbies etc.
b) When a guest arrives, guest relations must settle the guest down, introducing the guest to all the relevant staff and telling the guest WHY a particular person is relevant. The guest must be accompanied to the room and while chatting the guest relations exec should check casually that the TV works, show the bathroom and turn on the geyser switch, then turn it off, etc
c) The guest relations exec needs to hand over a kit of protocols and the regime. This includes the daily routine, the name of the Doctor, rules like only bed tea/ coffee will be by room service unless the doctor prescribes otherwise. Else all meals should be taken in the restaurant so that mingling with other guests and a healthy eating in an open place happens. Explain the system re laundry.
d) Every day meet and greet each guest as a friend. Little jokes, little stories about A’gram, serious conversations about Ayurveda
e) Keeping track of guest complaints and upsets and handling them. Then he will write a mail describing the nature of the issue to the Head of Marketing
f) Driving guest activities: the Activity Centre, games, discussion groups persuading doctors to speak, dance/ entertainment to be suggested whenever there are more than 19 pax. Plan ahead basis room status.
g) When guests leave sit with them to see the feedback form is filled. Do this for every guest. You will get a good handle on email ids, likes and dislikes , the quality of feedback will improve.
h) Day Tour- take it over completely. Make it the best there has ever been.
Skills:
Analytical, problem solving and organizational skills
Time management
Effective communication skills.
High Patients level
Empathy
Dedication and commitment

Area: Bangalore. White Field
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Published at 18-06-2014
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