Guest Relations Executive (225-1002)

As a Guest Relations Executive, you will play a pivotal role in crafting memorable experiences for our guests, ensuring their satisfaction and loyalty. You will serve as the first point of contact for guests, representing the company with professionalism, warmth, and courtesy. Your responsibility is to provide exceptional service that exceeds guest expectations, handle inquiries and complaints efficiently, and coordinate with various departments to facilitate a seamless guest experience. An ideal candidate is someone with excellent communication skills, strong problem-solving abilities, and a genuine passion for providing outstanding customer service. Aspiring Guest Relations Executives should be adaptable, patient, and capable of working in a fast-paced environment, consistently aiming to enhance the guest experience and contribute positively to the reputation of our establishment. This role offers a stimulating environment where each day presents diverse opportunities to engage with people from all walks of life.

Responsibilities

• Provide personalized service to guests, ensuring their stay is memorable and comfortable.
• Welcome guests with a warm demeanor and process check-in procedures efficiently.
• Provide accurate information and respond promptly to guest inquiries and requests.
• Handle guest complaints effectively, turning problems into positive experiences.
• Coordinate with housekeeping and maintenance teams to fulfill guest preferences.
• Maintain a polite and professional demeanor at all times while interacting with guests.
• Assist guests with travel arrangements and other concierge services as requested.
• Liaise with departments to ensure smooth communication regarding guest needs and issues.
• Keep records of guest interactions, comments, and complaints for future reference.
• Conduct follow-up communication with guests to ensure complete satisfaction.
• Develop and maintain professional long-term relationships with regular guests.
• Stay informed about all property and local attractions to advise guests effectively.

Requirements

• Proven experience in guest relations or customer service roles.
• Strong communication and interpersonal skills, both written and verbal.
• Exceptional problem-solving skills with great attention to detail.
• Ability to remain calm and composed under pressure in a fast-paced environment.
• Proficiency in using computer systems, including property management software.
• Fluency in English; additional languages are an asset for better communication.
• A warm and approachable demeanor with a commitment to guest satisfaction.