Guest Relations Executive (225-909)

A Guest Relations Executive plays a crucial role in ensuring that guests have an exceptional experience from the moment they arrive at an establishment until their departure. This role is pivotal in hospitality settings like hotels, resorts, and cruise ships, where the emphasis is on personalized service and creating memorable experiences for guests. A Guest Relations Executive is responsible for managing guest inquiries, resolving complaints, and ensuring that guests' needs are met with efficiency and graciousness. The ideal candidate will possess excellent communication skills, a keen attention to detail, and the ability to remain calm under pressure. As a representative of the establishment, the Guest Relations Executive must exude warmth, professionalism, and a passion for customer service to foster a welcoming atmosphere. Through proactive engagement and meticulous service, the executive helps to enhance the reputation of the establishment, ensuring guests leave with positive impressions and a desire to return.

Responsibilities

• Welcome guests warmly and manage check-in and check-out procedures efficiently.
• Address and resolve guest complaints and concerns promptly and professionally.
• Coordinate with other departments to fulfill guest requests and enhance satisfaction.
• Maintain detailed notes of guest preferences and special requests in the system.
• Provide accurate information about the facilities and local attractions to guests.
• Ensure that lobby and guest common areas are always clean and welcoming.
• Manage guest feedback through surveys and direct communication for improvement.
• Train junior staff in delivering exceptional guest service and problem resolution.
• Assist in planning guest itineraries and making reservations for special activities.
• Facilitate smooth communication between guests and management during their stay.
• Compile and analyze guest feedback for strategic improvement of services offered.
• Update reservation management systems with guest information and service preferences.

Requirements

• Bachelor’s degree in hospitality, tourism, or a related field is preferred.
• At least two years of experience in a guest-facing role within hospitality.
• Exceptional customer service skills with a friendly and approachable demeanor.
• Strong problem-solving abilities and the capacity to handle pressure effectively.
• Excellent verbal and written communication skills in English; additional languages a plus.
• Proficiency in using hotel management and reservation software systems.
• High level of accuracy and attention to detail in handling guest information.