
Guest Relations Officer
2 weeks ago
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.
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