Job Description

Job Summary:

The

Guest Relations Officer

is responsible for ensuring that guests have a memorable and enjoyable experience throughout their stay. This role focuses on providing exceptional customer service, addressing guest inquiries or concerns, and offering personalized assistance. The Guest Relations Officer is expected to uphold the highest standards of hospitality and professionalism while maintaining a welcoming atmosphere for all guests.

Key Responsibilities:

Guest Service & Assistance

Greet and welcome guests upon arrival, ensuring a warm and professional first impression. Provide information about hotel facilities, services, and amenities to enhance the guest experience. Respond promptly to guest inquiries, requests, and complaints, offering solutions in a professional and courteous manner. Ensure all guest complaints are resolved to their satisfaction and follow up to ensure resolution.

Guest Experience & Personalization

Anticipate guest needs and personalize services to enhance their overall experience (e.g., room preferences, special requests). Handle special requests such as reservations for dining, spa, or recreational activities. Coordinate with other departments (e.g., housekeeping, dining, concierge) to ensure all guest needs are met.

Check-in / Check-out Services

Assist with guest check-in and check-out processes, ensuring a smooth and efficient experience. Verify guest identification, payment, and booking details, ensuring accuracy. Handle VIP guests, ensuring they receive special attention and services.

Communication & Coordination

Act as the point of contact for guest feedback and ensure that it is communicated to the appropriate departments. Maintain communication with the housekeeping and concierge teams to ensure guest requests are executed promptly. Collaborate with the Front Office team to maintain accurate guest records, preferences, and any special requirements.

Guest Retention & Satisfaction

Encourage repeat business by creating lasting relationships with guests and offering loyalty programs or incentives. Follow up with guests after their stay to gather feedback and encourage them to return. Ensure the guests' stay is memorable and that they leave with a positive impression of the property.

Administrative & Recordkeeping Duties

Maintain accurate logs of guest complaints, feedback, and requests for future reference. Assist with processing guest payments and reservations when needed. Update guest profiles, ensuring all relevant details are accurately recorded in the system.

Qualifications & Skills:

Education:

High school diploma or equivalent; additional hospitality certifications are a plus.

Experience:

Previous experience in guest relations, front desk, or customer service roles, preferably in the hospitality industry.

Skills:

Exceptional verbal and written communication skills. Strong interpersonal skills and ability to build relationships with guests. Excellent problem-solving and conflict resolution abilities. Ability to remain calm under pressure and handle challenging situations. Proficiency in using hotel management software (e.g., Opera, Fidelio). Strong organizational skills and attention to detail. Ability to work flexible hours, including evenings and weekends, when necessary.
Job Type: Full-time