Guest Relations Officer (225-810)

As a Guest Relations Officer, you have the pivotal role of being the face of the organization. You are responsible for greeting guests with a warm welcome, ensuring their needs are attended to, and providing an exceptional customer experience. This role involves coordinating with other departments to fulfill the guests’ requests, handling reservations, responding to guest inquiries, and maintaining an atmosphere of hospitality. A Guest Relations Officer must have a keen eye for detail, excellent communication skills, and the ability to handle complaints calmly and efficiently. Your primary goal is to ensure each guest leaves with a positive impression, contributing to the enhancement of the company's reputation and client satisfaction.

Responsibilities

• Welcome guests courteously as they arrive at the premises or reception.
• Ensure guests are comfortably accommodated and attended to at all times.
• Coordinate with different departments for seamless guest services and operations.
• Respond promptly to guest inquiries both in-person and through various communication channels.
• Resolve guest issues and complaints efficiently to maintain customer satisfaction.
• Maintain up-to-date knowledge about company products and services available to guests.
• Assist guests with information about local attractions and support tour arrangements.
• Monitor and record guest activities to identify service improvements and enhancements.
• Manage reservations and booking schedules, ensuring accurate and timely processing.
• Conduct guest service follow-ups, ensuring all needs have been met satisfactorily.
• Collect feedback from guests to facilitate continuous service improvements.
• Prepare and present reports to management regarding guest satisfaction and experiences.

Requirements

• A degree or diploma in hospitality management is preferred but not mandatory.
• Minimum of 2 years of experience in a guest relations role in hospitality.
• Excellent verbal and written communication skills are essential for this role.
• Strong interpersonal skills with the ability to interact with diverse guests.
• Ability to multitask and handle stressful situations with a calm demeanor.
• Proficiency in multiple languages is advantageous for international guest interactions.
• Detail-oriented with strong organizational skills to manage guest services efficiently.