Guest Relations Officer (Customer Service) 10N25

The Guest Relations Officer (Customer Service) plays a pivotal role in enhancing the guest experience within our organization. As the initial point of contact for visitors and customers, this individual is responsible for creating an inviting and friendly atmosphere. The ideal candidate will excel in interpersonal communication, ensuring that all guest interactions are handled with professionalism and warmth. With a focus on customer satisfaction, the Guest Relations Officer will handle inquiries, resolve issues, and provide valuable information about the services we offer. By efficiently coordinating communication among departments and maintaining a high standard of service, this position contributes significantly to the positive reputation and success of our organization.

Responsibilities

• Welcome and greet guests in a friendly and professional manner.
• Handle guest inquiries and provide accurate information efficiently and effectively.
• Respond to and resolve guest complaints in a timely and satisfactory manner.
• Coordinate with other departments to meet guest needs and expectations.
• Maintain a clean and organized guest reception area at all times.
• Record and maintain detailed logs of guest interactions and issues.
• Communicate guest feedback to management for quality improvement initiatives.
• Assist guests with special requests, such as booking transportation or making reservations.
• Ensure a seamless flow of communication by answering phones and directing calls appropriately.
• Participate in ongoing training to enhance customer service skills and knowledge.
• Prepare guest reports and summaries for management review when required.
• Adhere to organizational policies and procedures to ensure guest satisfaction.

Requirements

• High school diploma or equivalent; hospitality degree is a plus.
• Proven experience in a customer service or hospitality role preferred.
• Exceptional communication and interpersonal skills for diverse interactions.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in Microsoft Office Suite; familiarity with customer service software.
• Strong problem-solving skills and detail-oriented organizational abilities.
• Willingness to work flexible hours, including weekends and holidays if needed.