Guest Relations Executive (225-811)

The role of a Guest Relations Executive is crucial in ensuring an exceptional experience for guests at hospitality establishments. As a Guest Relations Executive, you will be responsible for managing all aspects of guest interaction to maintain a welcoming and professional atmosphere. Your primary focus will be to address guests' needs, inquiries, and complaints in a prompt and friendly manner, exceeding their expectations and enhancing their overall experience. This position is pivotal in creating lasting impressions and reinforcing the establishment's reputation for excellence. Ideal candidates will possess outstanding interpersonal skills, the ability to multitask effectively under pressure, and a commitment to providing exceptional customer service.

Responsibilities

• Greet and welcome guests upon arrival with a friendly and professional demeanor.
• Manage check-in and check-out processes efficiently to ensure guest satisfaction.
• Handle guest queries and complaints promptly, ensuring resolution to guests' satisfaction.
• Coordinate with various departments to address guest requests and preferences.
• Maintain a thorough knowledge of the property and its services to answer guest inquiries.
• Ensure guest information confidentiality and handle data with care and discretion.
• Liaise with housekeeping and maintenance teams to ensure guest areas are clean and functional.
• Prepare daily reports to track guest feedback and suggest improvements where necessary.
• Assist in organizing and promoting in-house events or activities for guests.
• Develop and maintain relationships with frequent guests to encourage repeat visits.
• Ensure that the front office and lobby areas are clean and well-presented to guests.
• Provide training to junior staff on hospitality service standards and guest interactions.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Proven experience in a similar role within the hospitality industry.
• Exceptional communication skills in both verbal and written English.
• Strong organizational skills and the ability to multitask effectively.
• Customer-focused with an adept ability to solve problems creatively.
• Proficiency in using hotel management software and Microsoft Office Suite.
• Ability to work flexible hours, including weekends and holidays, as needed.