Guest Relations Officer (225-1001)

A Guest Relations Officer plays a pivotal role in the hospitality sector, ensuring that guests receive top-notch service and a memorable experience from the moment they arrive until their departure. This position requires someone with exceptional interpersonal and communication skills who can effectively handle any guest inquiries, concerns, or feedback with professionalism and empathy. The Guest Relations Officer acts as a liaison between the guests and the hotel staff, ensuring that guests' needs are met with efficiency and that their stay is as comfortable and enjoyable as possible. They are instrumental in maintaining the establishment’s reputation for outstanding guest service and often handle special requests, while also providing key information about the hotel’s offerings and local attractions. This role requires a proactive and welcoming demeanor, as the Guest Relations Officer is often the first and last point of contact for the hotel’s guests.

Responsibilities

• Welcoming guests warmly and providing a seamless check-in and check-out process.
• Addressing all inquiries promptly and providing accurate information to guests.
• Handling complaints and ensuring guest satisfaction through effective problem-solving.
• Coordinating with other departments to fulfill guest requests and enhance their stay.
• Maintaining up-to-date knowledge of hotel services and local attractions.
• Managing special requests such as room upgrades, late check-outs, or complimentary services.
• Gathering guest feedback and conveying the insights to relevant management for improvements.
• Ensuring VIP guests receive personalized attention and amenities throughout their stay.
• Training and mentoring new team members in superior guest service standards.
• Updating and maintaining guest profiles to improve future guest experiences.
• Collaborating with the marketing team for the promotion of in-house events and services.
• Responding to guest reviews on various digital platforms and maintaining brand image.

Requirements

• A degree or diploma in Hospitality Management or a related field is preferred.
• Proven work experience in a guest relations or customer service role.
• Excellent communication skills with fluency in English; additional languages are a plus.
• Strong problem-solving abilities and a detail-oriented approach to tasks.
• Ability to remain calm and professional under pressure or in challenging situations.
• Proficiency in using hotel management software and other relevant computer applications.
• Flexibility to work various shifts, including weekends and public holidays.