Guest Relations Officer 13J25

As a Guest Relations Officer, you will play an integral role in delivering exceptional customer service to guests, ensuring that they have a memorable experience from arrival to departure. You will be the primary point of contact for guests before, during, and after their stay, addressing any inquiries or challenges they may encounter. The successful candidate will possess excellent communication skills, a warm and welcoming demeanor, and a proactive approach to resolving guest issues. Your aim is to exceed expectations and promote a warm, positive image of the organization. A deep understanding of hotel operations and a passion for creating delightful guest experiences are essential in this role.

Responsibilities

• Greet and welcome guests upon arrival with a friendly and professional attitude.
• Manage guest check-in and check-out processes efficiently and smoothly.
• Address guest inquiries and complaints swiftly ensuring high guest satisfaction.
• Coordinate with other departments to address specific guest requests and needs.
• Maintain accurate guest records and update the booking system as required.
• Provide detailed information about the hotel’s services and facilities.
• Assist guests with booking reservations and arranging transportation services.
• Handle cash and credit transactions, ensuring compliance with financial procedures.
• Monitor guest feedback through surveys and social media interaction.
• Ensure the lobby and reception areas are always clean, tidy, and welcoming.
• Train and mentor junior staff on best practices for guest relations.
• Handle special requests and ensure the delivery of personalized guest services.

Requirements

• Minimum two years of experience in a customer service or hospitality role.
• Excellent communication skills, both verbal and written in English.
• Proficiency in using hotel management software and reservation systems.
• Strong conflict resolution and problem-solving skills are essential.
• Ability to work flexible hours, including weekends and holidays.
• A professional appearance and attitude, with strong interpersonal skills.
• High school diploma or equivalent; a hospitality degree is an advantage.