Guest Relations Officer 28N25

The Guest Relations Officer plays a pivotal role in establishing and maintaining strong relationships with guests, ensuring their visit is memorable and pleasant. Positioned at the frontline, this individual will be the face of the establishment, delivering exceptional service to enhance guest satisfaction and loyalty. The role involves addressing guest inquiries, handling feedback, and ensuring a seamless experience from arrival to departure. Ideal candidates will have exceptional communication skills, a welcoming demeanor, and the ability to resolve challenges with a proactive approach. This position offers the opportunity to interact with a variety of guests, making it perfect for those who thrive in dynamic, people-oriented environments.

Responsibilities

• Greet each guest warmly and professionally upon arrival and throughout their stay.
• Manage reservations, ensuring all details are correctly entered and confirmed.
• Handle guest inquiries and provide accurate information about the property's offerings.
• Resolve guest complaints promptly, maintaining the highest level of satisfaction.
• Coordinate with other departments to ensure a seamless guest experience.
• Assist in organizing special events or amenities requested by guests.
• Collect guest feedback and relay suggestions for service improvement.
• Maintain a welcoming and tidy front desk area at all times.
• Ensure guest information is kept confidential and adhere to privacy policies.
• Keep management updated on any critical incidents or guest concerns.
• Upsell additional services and amenities to enhance guest experience.
• Train new team members in guest relations tasks and procedures.

Requirements

• High school diploma or equivalent; hospitality degree preferred.
• At least 2 years of experience in guest relations or similar role.
• Exceptional verbal and written communication skills are mandatory.
• Strong problem-solving skills with a proactive approach to challenges.
• Ability to work flexible hours, including weekends and holidays.
• Proficient in using computer systems and hotel management software.
• A friendly, approachable, and professional demeanor at all times.