Guest Relations Officer (Customer Service) (225-923)

A Guest Relations Officer specializing in customer service plays a vital role in ensuring that guests have a positive experience during their visit. This position requires a dynamic individual who can handle various customer interactions and inquiries with poise and efficiency. As a Guest Relations Officer, you will be responsible for greeting guests, providing information, addressing complaints, and ensuring that all guests leave with a positive impression of the establishment. Your goal will be to enhance guest satisfaction by ensuring all services meet their expectations and standards. The ideal candidate will have excellent interpersonal and communication skills, a strong customer service background, and the ability to remain calm and professional in varied situations. If you are passionate about creating memorable guest experiences and possess a keen eye for details, this could be the perfect opportunity for you to shine.

Responsibilities

• Warmly welcome all guests upon arrival and provide a friendly greeting.
• Effectively communicate with guests to understand their needs and preferences.
• Manage guest check-ins and check-outs efficiently and accurately.
• Address and resolve guest complaints and issues promptly and professionally.
• Work closely with other departments to ensure smooth operations and guest satisfaction.
• Maintain a clean, organized, and presentable front desk area at all times.
• Provide guests with information about local attractions and services.
• Ensure all guest feedback is documented and communicated to the necessary departments.
• Assist in organizing and executing guest-related events or functions.
• Follow up with guests after their stay to ensure satisfaction and gather feedback.
• Stay informed of all hotel services, features, and promotional offers to inform guests.
• Maintain and update guest records and databases with the highest accuracy level.

Requirements

• Previous experience in a customer-facing role, preferably in hospitality.
• Strong communication skills with fluency in both written and spoken English.
• Excellent problem-solving abilities and attention to detail.
• Proficiency in using customer relationship management software and tools.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Friendly and approachable personality with a professional demeanor.
• Strong organizational skills and ability to multitask in a fast-paced environment.