Guest Relation Officer 10J26

A Guest Relation Officer (GRO) serves as the first point of contact for guests, ensuring their satisfaction with services provided and catering to their needs throughout their stay or visit. They play a crucial role in enhancing the guest experience by providing exceptional customer service and maintaining a high level of hospitality. A GRO is responsible for responding to inquiries, addressing complaints, and fulfilling requests to ensure a comfortable and memorable experience. They often collaborate with various departments to ensure seamless service delivery. A career as a Guest Relation Officer can be both rewarding and challenging, requiring excellent communication skills, a calm demeanor, and the ability to think and act quickly in dynamic environments. This position is key in maintaining a positive and lasting impression on visitors, contributing significantly to guest retention and business reputation.

Responsibilities

• Welcome and greet guests upon arrival with a warm and friendly demeanor.
• Provide information about facilities, services, and local attractions to guests.
• Address and resolve guest complaints in a timely and efficient manner.
• Coordinate with housekeeping and other departments to accommodate guest requests.
• Prepare and manage daily guest lists and maintain accurate records of interactions.
• Ensure guest safety and satisfaction by adhering to company policies and procedures.
• Handle guest check-ins and check-outs, ensuring smooth and efficient processes.
• Assist in organizing special events and services tailored to guest preferences.
• Stay informed about new services and promotions to provide accurate information.
• Follow up on guest feedback to improve service quality and guest experience.
• Utilize customer relationship management software for tracking guest profiles.
• Collaborate with team members to ensure high standards of guest service delivery.

Requirements

• Proven experience in hospitality or customer service roles is required.
• Strong communication and interpersonal skills in English; additional languages beneficial.
• Ability to handle stressful situations and remain calm under pressure.
• Proficiency in using customer relationship management software and office applications.
• Excellent organizational skills with strong attention to detail and multitasking ability.
• Flexible schedule with willingness to work evenings, weekends, and holidays.
• High school diploma or equivalent education; hospitality degree preferred.