Guest Relation Officer (225-919)

The Guest Relation Officer is a pivotal role in the hospitality industry, responsible for ensuring that guests have a memorable, pleasant, and seamless experience during their stay. As the face of the establishment, the Guest Relation Officer reflects the brand's image and goes the extra mile to ensure guest satisfaction. By addressing queries, managing grievances, and coordinating with various departments, the officer enhances customer loyalty and brand reputation. This role requires excellent communication skills, a detail-oriented mindset, and the ability to multi-task in a fast-paced environment. The ideal candidate is a personable individual who takes pride in contributing to delightful guest experiences through quality service and tailored interaction.

Responsibilities

• Welcome guests warmly and ensure immediate attention upon their arrival.
• Assist guests with check-in and check-out processes seamlessly and efficiently.
• Respond promptly to any guest inquiries and resolve complaints with a positive demeanor.
• Coordinate with housekeeping and maintenance teams to address guest needs promptly.
• Maintain high standards of customer service at all times, reflecting the brand quality.
• Monitor guest feedback and implement strategies to improve guest satisfaction.
• Organize special requests or arrangements, such as travel or menu preferences.
• Liaise with other departments to ensure guest experiences are smooth and seamless.
• Provide detailed information about the hotel, its services, and local attractions.
• Update guest information accurately in the system for records and personalized services.
• Assist in the preparation of daily reports and guest communication materials.
• Ensure the lobby and reception areas are always presentable and inviting to guests.

Requirements

• Bachelor’s degree in Hospitality Management, Business, or a related field.
• Prior experience in a similar role, preferably within the hospitality industry.
• Exceptional interpersonal and communication skills with a guest-focused approach.
• Ability to multi-task and handle stressful situations with calm and poise.
• Strong problem-solving skills with attention to detail and organization.
• Proficiency in Microsoft Office and hotel management software systems.
• Willingness to work flexible hours, including evenings, weekends, and holidays.