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Guest Relations Officer

2 weeks ago

Rawalpindi, Punjab, Pakistan Zameen Full time $40,000 - $60,000 per year

Job Purpose:

To ensure exceptional guest satisfaction by providing a warm welcome, personalized service, handling guest requests, and addressing concerns promptly and professionally, thereby enhancing the hotel's image and reputation.

Key Responsibilities:

  • Guest Services
  • Greet and welcome guests warmly upon arrival.
  • Assist with check-in/check-out procedures when required.
  • Ensure VIP guests receive personalized services (welcome drinks, special arrangements, room preferences).
  • Handle guest inquiries, complaints, and requests efficiently and courteously.
  • Maintain constant presence in the lobby area to assist and engage with guests.
  • Communication & Coordination
  • Liaise with Front Desk, Housekeeping, Food & Beverage, and other departments to ensure smooth guest experiences.
  • Maintain proper record of guest preferences, feedback, and complaints for future reference.
  • Coordinate with management for organizing guest activities or special events.
  • Guest Feedback & Relations:
  • Encourage guests to share feedback and reviews (online & in-house).
  • Maintain regular follow-up with guests during their stay to ensure satisfaction.
  • Handle guest recovery situations in a professional and empathetic manner.
  • Administration & Reporting:
  • Maintain daily guest interaction logs.
  • Assist in preparing reports on guest feedback, complaints, and resolutions.
  • Suggest service improvements based on guest feedback and market trends.