Guest Relations Executive (225-826)

As a Guest Relations Executive, you play a pivotal role in setting the tone for a memorable and welcoming experience for visitors. You are the point of contact for guests within the hospitality or service environment, ensuring their needs and expectations are met promptly and professionally. Often acting as the face of the company, you facilitate a positive guest experience through effective communication, problem-solving, and customer service skills. Your role requires a deep understanding of the company's services, an ability to handle inquiries and resolve potential issues swiftly, and a strong focus on guest satisfaction. You’ll work in concert with other departments to coordinate services, manage reservations, handle specific guest requests, and ensure high standards of hospitality are maintained at all times. This position is ideal for those who thrive in dynamic environments and have a passion for creating memorable experiences for others.

Responsibilities

• Warmly greet and welcome guests upon arrival, ensuring a welcoming atmosphere.
• Maintain guest information privacy and secure handling of sensitive data.
• Coordinate with various departments to facilitate exceptional service delivery.
• Effectively manage guest inquiries and resolve complaints in a timely manner.
• Provide detailed knowledge of the property, amenities, and services offered.
• Manage check-in and check-out procedures efficiently to avoid delays.
• Liaise with housekeeping and maintenance for guest requests and issues.
• Ensure VIP guests receive personalized treatment and attention to detail.
• Handle booking and reservation queries, including modifications and cancellations.
• Collect and respond to guest feedback to improve service quality.
• Assist in event planning and coordination of guest activities and excursions.
• Prepare reports related to guest service operations and suggestions for improvements.

Requirements

• Bachelor’s degree in hospitality management or a related field preferred.
• Proven experience in guest relations or similar customer service roles.
• Excellent communication skills and proficiency in multiple languages is a plus.
• Strong problem-solving skills and ability to handle stressful situations calmly.
• Proficiency in hotel management software and reservation systems highly desirable.
• Ability to work flexible hours including evenings, weekends, and public holidays.
• Strong interpersonal skills with an ability to connect with diverse guests.