Guest Relation Officer 12N25

As a Guest Relation Officer, you will play a pivotal role in ensuring the satisfaction and comfort of our esteemed guests. Your primary objective is to provide outstanding customer service, create a welcoming environment, and address any issues or concerns that may arise during a guest's stay. You will work closely with other departments to ensure that all guests receive high-quality service and that their expectations are exceeded. Your attentiveness, proactive nature, and excellent communication skills will contribute to delightful and memorable experiences for our guests. You are also expected to gather feedback to help improve our services and operations continually.

Responsibilities

• Greet guests warmly and provide exceptional customer service upon arrival.
• Efficiently check guests in and out, managing room assignments and keys.
• Listen and respond promptly to guest inquiries and requests with professionalism.
• Coordinate with housekeeping and maintenance staff to ensure room readiness.
• Resolve guest complaints in a manner that enhances guest satisfaction.
• Provide guests with information about the hotel services and local points of interest.
• Maintain updated records of guests' room preferences and requirements.
• Conduct property tours and orientations, primarily for new guests.
• Ensure all guest bills are accurate and processed upon check-out.
• Facilitate efficient communication between departments for effective guest service.
• Maintain a neat and orderly front desk area at all times.
• Collect and report guest feedback to assist in service improvements.

Requirements

• Proven experience as a Guest Relation Officer or in a similar hospitality role.
• Excellent interpersonal and communication skills in English and other languages.
• Strong problem-solving abilities with attention to detail and accuracy.
• Ability to handle stressful situations with professionalism and calm demeanor.
• Familiarity with hotel management software and Microsoft Office suite.
• Customer-focused attitude and strong commitment to delivering superior service.
• Flexibility to work in shifts, during weekends and public holidays as required.