Guest Relations Officer (225-708)

We are seeking a personable and dynamic Guest Relations Officer to join our team. In this role, you will be the face of our organization, responsible for ensuring that guests receive exceptional service from the moment they arrive until they depart. As a Guest Relations Officer, you will handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. By maintaining a positive and empathetic attitude, you will ensure that each guest has a memorable and satisfactory experience. You will play a vital role in addressing guest concerns, sharing insights with management, and constantly striving to improve the guest experience. If you have a passion for hospitality and can thrive in a fast-paced environment, we'd love to hear from you.

Responsibilities

• Welcome and assist guests with check-in/check-out procedures efficiently and courteously.
• Maintain a high level of guest satisfaction by providing excellent customer service.
• Address and resolve guest concerns and complaints promptly and effectively.
• Liaise with other departments to meet guest requests and ensure smooth operations.
• Provide accurate information regarding hotel services, facilities, and local attractions.
• Coordinate with housekeeping to ensure timely room availability and cleanliness.
• Facilitate communications between guests and management regarding feedback or issues.
• Assist in organizing special events and arrangements for guests as needed.
• Process guest requests for all special arrangements or services promptly and accurately.
• Ensure all guest inquiries are followed up on to guarantee guest satisfaction.
• Assist in training and mentoring new staff members to enhance team performance.
• Maintain confidentiality of guest information and privacy at all times.

Requirements

• High School diploma or equivalent; hospitality degree preferred.
• At least two years of experience in a customer service role.
• Excellent communication skills, both written and verbal.
• Strong ability to handle and resolve guest issues efficiently.
• Proficient in using computer systems, including reservation software.
• Friendly and professional demeanor with a guest-first attitude.
• Flexible to work shifts, including nights, weekends, and holidays.