Guest Relations Officer 15J25

The Guest Relations Officer (GRO) plays a crucial role in the hospitality industry, acting as the point of contact between the hotel and its guests. This position is responsible for enhancing the guest experience from pre-arrival to post-departure. The GRO ensures that all guests' needs and expectations are met or exceeded by providing outstanding service and maintaining a high level of professionalism. The role requires excellent interpersonal skills, the ability to multitask, and a flair for problem-solving. Whether they're greeting guests upon arrival, addressing any queries or complaints, or facilitating special requests, the GRO is vital in fostering a welcoming and satisfying atmosphere that encourages repeat visits and positive reviews.

Responsibilities

• Welcome guests upon arrival and provide necessary assistance with check-in processes.
• Develop and maintain positive relationships with all hotel guests and visitors.
• Handle guest complaints and concerns with efficiency and professionalism.
• Coordinate with other hotel departments to ensure guest needs are met promptly.
• Provide detailed information about hotel facilities, services, and local attractions.
• Monitor guest feedback and communicate noteworthy issues to management for resolution.
• Assist guests with special requests such as booking tours, reservations, and transportation.
• Ensure guest security and confidentiality by adhering to hotel policies and procedures.
• Process guest check-outs swiftly and accurately, addressing any outstanding charges.
• Maintain an organized workspace and manage guest records with high attention to detail.
• Support the front desk team during peak times and cover shifts as necessary.

Requirements

• High school diploma or equivalent; hospitality degree is a plus.
• Previous experience in guest relations or customer service preferred.
• Excellent interpersonal and communication skills in English; additional languages are beneficial.
• Ability to handle stressful situations with poise and professionalism.
• Strong problem-solving skills and attention to detail.
• Proficient in computer systems and hotel management software.
• Flexibility in working shifts, including weekends and public holidays.