Guest Relations Officer (225-922)

As a Guest Relations Officer, you will be the face of our establishment, ensuring that each guest has a memorable and enjoyable experience. Your primary role will be to interact with guests, addressing their queries, resolving complaints, and ensuring their stay is as pleasant as possible. You will be expected to deliver exceptional hospitality service by providing personalized attention and resolving issues efficiently. The ideal candidate should possess outstanding interpersonal skills, a welcoming and friendly demeanor, and a deep commitment to customer satisfaction. This position is ideal for individuals who thrive in dynamic settings and are passionate about enhancing the guest experience.

Responsibilities

• Greet guests warmly and attend to their needs promptly and efficiently.
• Resolve guest complaints with a calm and professional demeanor at all times.
• Provide accurate and helpful information about hotel services and local attractions.
• Coordinate with housekeeping and food service staff to ensure guest satisfaction.
• Address any special requests and ensure they are executed flawlessly and promptly.
• Maintain high standards of personal presentation and adhere to hotel grooming guidelines.
• Monitor guest feedback and make recommendations to improve guest experience.
• Oversee the guest check-in and check-out process smoothly and efficiently.
• Ensure the front desk and reception area are tidy and well-organized at all times.
• Collaborate with management to develop guest service enhancement strategies.
• Perform administrative tasks such as updating guest records and handling payments.
• Stay informed about all hotel services, promotions, and events for effective communication with guests.

Requirements

• Proven experience in hospitality or customer service roles required.
• Strong communication and interpersonal skills, including active listening abilities.
• Ability to handle stressful situations calmly and effectively while multitasking.
• Proficiency in hotel management software and MS Office Suite preferred.
• Fluency in multiple languages is an advantage and highly recommended.
• Excellent organizational and time management skills with attention to detail.
• Flexibility to work varied shifts, including nights, weekends, and holidays.