Guest Relations Officer (225-814)

As a Guest Relations Officer, you will play a vital role in ensuring that all guests have a positive and memorable experience during their stay or visit. Acting as the face of the organization, you will be responsible for greeting guests, addressing their concerns, and facilitating solutions to enhance their satisfaction and loyalty. Your duties will involve collaborating with other departments to meet guest needs, offering information about facilities and services, and managing complaint resolution. An ideal candidate will possess excellent communication and interpersonal skills, a proactive attitude, and an unwavering commitment to customer service excellence. You will help create a welcoming environment, encouraging repeat visits and fostering an atmosphere of hospitality and care.

Responsibilities

• Greet and welcome guests with a friendly and professional demeanor at all times.
• Resolve guest inquiries and complaints promptly and effectively, ensuring satisfaction.
• Liaise with various departments to fulfill guest requests and enhance their experience.
• Manage check-in and check-out processes swiftly and ensure accuracy and efficiency.
• Provide information and recommendations about local attractions and services.
• Maintain detailed records of guest interactions, feedback, and special requests.
• Ensure that the front office area remains clean, organized, and visually appealing.
• Assist with coordinating and organizing special events or promotions for guests.
• Monitor guest satisfaction through surveys and other feedback channels and report findings.
• Tailor guest services by recognizing repeat guests and their preferences.
• Accompany VIP guests to their rooms or accommodations when needed for a personalized touch.
• Attend regular training sessions to improve guest relation skills and service delivery.

Requirements

• Proven experience in a guest relations or customer service role within hospitality.
• Exceptional interpersonal and communication skills, both written and verbal.
• Strong problem-solving abilities and a proactive approach to guest concerns.
• Professional appearance and demeanor, with a focus on hospitality and courtesy.
• Ability to multi-task and handle multiple guest interactions simultaneously.
• Fluency in multiple languages is an advantage for diverse guest communication.
• Availability to work flexible schedules, including nights, weekends, and holidays.