Guest Relations Officer (Customer Service) 21J25

As a Guest Relations Officer (Customer Service), you will serve as the first point of contact for our esteemed guests and play a critical role in ensuring their satisfaction throughout their stay. You will be responsible for delivering an outstanding guest experience, attending to their needs, and anticipating their requests with a friendly and professional manner. Your ability to communicate effectively, manage queries efficiently, and resolve issues promptly will contribute significantly to maintaining our reputation for exceptional service. This role demands excellent interpersonal skills, a proactive approach, and a deep understanding of our services to provide guests with an experience that exceeds their expectations. You will work collaboratively with other departments to ensure seamless service delivery and continually seek to improve guest relations processes.

Responsibilities

• Welcome guests warmly and courteously, ensuring they feel valued and comfortable upon arrival.
• Coordinate with all departments to meet guest expectations and address their requests effectively.
• Manage check-ins and check-outs efficiently to minimize guest waiting times and handling inquiries.
• Anticipate guest needs by understanding their preferences and ensuring prompt adjustments.
• Resolve guest complaints swiftly, ensuring a positive resolution and guest satisfaction.
• Collect and analyze guest feedback to improve service strategies and enhance experiences.
• Organize special guest requests or events, ensuring all details are handled expertly.
• Maintain accurate guest records and ensure data is used to personalize experiences.
• Conduct tours of the facilities, showcasing amenities to enhance guest knowledge and satisfaction.
• Promote and upsell hotel services and amenities to enhance guest experiences.
• Collaborate with the marketing team to create guest packages and special promotions.
• Ensure compliance with safety and security regulations to guarantee a safe guest environment.

Requirements

• Proven experience in customer service or hospitality, preferably in a similar role.
• Exceptional communication skills with fluency in English; additional languages are a plus.
• Strong problem-solving skills with the ability to handle challenging situations effectively.
• Familiarity with hotel management software such as Opera, Fidelio, or similar systems.
• Outstanding interpersonal skills with a professional demeanor and appearance.
• High level of organization and attention to detail, ensuring no guest request is overlooked.
• Ability to work flexible hours, including weekends and holidays, as required by the role.