Guest Relation Executive (225-808)

As a Guest Relation Executive, you will be the primary point of contact for our esteemed guests, ensuring they receive exceptional service and a positive experience at our establishment. Your role will involve interfacing with guests to understand and fulfill their needs, handling inquiries, and resolving any issues they might face during their stay. The ideal candidate will possess outstanding communication skills, a keen attention to detail, and a passion for hospitality. You will be responsible for creating a welcoming environment, enhancing guest satisfaction, and contributing to the overall success of our services. Your ability to remain calm under pressure and adapt to the dynamic demands of the hospitality industry will be crucial in this role.

Responsibilities

• Greet guests warmly and ensure they are assisted promptly and courteously.
• Manage guest inquiries efficiently via email, phone, or in-person interactions.
• Coordinate with different departments to meet guests' needs and expectations.
• Develop detailed knowledge of our facilities to provide accurate information to guests.
• Handle guest complaints smoothly and resolve issues in a timely manner.
• Record and track feedback through guest comment cards and satisfaction surveys.
• Assist in organizing special events and executable plans for guest requests.
• Maintain accurate records of guests’ preferences and document relevant guest information.
• Ensure the lobby area is tidy and all amenities are present and functional.
• Update and inform guests of hotel services, amenities, and local attractions.
• Communicate with housekeeping staff to ensure all guest rooms are maintained to standard.
• Provide accurate billing and handle financial transactions diligently and securely.

Requirements

• Proven experience in a guest service or related role in hospitality.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with a focus on guest satisfaction.
• Ability to work flexible hours including weekends and holidays.
• Proficiency in using hotel management software and guest service applications.
• A friendly and professional demeanor with outstanding interpersonal skills.
• Demonstrate a detail-oriented approach to ensure exceptional guest experiences.