Guest Relation Executive (225-729)

As a Guest Relation Executive, you will play a pivotal role in providing exceptional customer service by ensuring an enjoyable stay for guests. Your primary objective will be to accommodate guests' requests, oversee the quality of services offered, and ensure that customer satisfaction is consistently reached. The ideal candidate should be able to anticipate and address guests' needs efficiently and proactively. You will act as a liaison between the guests and various departments to ensure that any issues are resolved in a timely manner. In this role, maintaining a professional and courteous attitude is crucial as it directly affects the experience and perception of the guests. Your focus will be on cultivating a welcoming environment and maintaining a positive relationship with guests, ensuring their return and promoting word-of-mouth referrals.

Responsibilities

• Welcome guests warmly upon arrival and provide assistance with check-in processes.
• Address guests’ queries and concerns promptly and professionally to ensure satisfaction.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guests’ requests.
• Oversee the management of reservations and ensure rooms are prepared as required.
• Monitor guest feedback and communicate insights to management for service improvement.
• Handle complaints and resolve issues effectively, ensuring guests' expectations are met.
• Maintain an updated knowledge of all hotel services and any special events or activities.
• Develop strong relationships with repeat and VIP guests to enhance loyalty and service.
• Prepare and distribute welcome amenities and upscale offerings as needed.
• Assist in the development and implementation of guest recognition programs.
• Ensure the reception area is tidy and presentable, with all necessary materials available.
• Support the front desk team during peak check-in and check-out times as required.

Requirements

• A minimum of two years of experience in a customer service role.
• Excellent interpersonal and communication skills are essential for the role.
• Strong problem-solving abilities to resolve guest concerns effectively.
• Proficiency in using hotel management software and reservation systems.
• Ability to work flexible hours, including weekends and holidays if needed.
• High school diploma or equivalent; a degree in hospitality is a plus.
• An approachable and friendly demeanor with a professional attitude.