Guest Relations Officer

Job Description

Responsibilities:

The Guest Relations Officer is responsible for ensuring exceptional guest experiences by providing personalized service, addressing guest requests and concerns, and maintaining high standards of hospitality throughout the guest journey. The role acts as a key point of contact between guests and hotel departments to ensure guest satisfaction and loyalty.

• Welcome guests upon arrival and provide a warm, professional, and personalized experience.
• Maintains the highest standard of professionalism, ethics and attitude towards guests and colleagues. 
• Assist guests with check-in, check-out, and general hotel inquiries.
• Handle guest requests, concerns, and complaints promptly and professionally, ensuring effective resolution.
• Coordinate with other hotel departments to ensure seamless guest experiences.
• Conduct daily guest engagement activities and follow up on guest feedback.
• Recognize VIP guests, repeated guests, and special occasions, ensuring appropriate arrangements are made.
• Maintain accurate guest profiles and update relevant information in the hotel system.
• Promote hotel facilities, services, and special offers to guests.
• Monitor guest satisfaction levels and contribute to improving service quality.
•   Assist in preparing welcome amenities, guest correspondence, and special arrangements (FOM/AFOM/Duty Manager- allocation of rooms, Housekeeping- amenities and special preferences, Room Service- amenities, and Concierge/Bell Service- luggage handling).
• Support the Front Office team during peak operational periods when required.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Ensure daily Guest courtesy calls are being carried out and logged formally in the Front Office log or OPERA guest profile, assisting as necessary to carry out the calls and compile the reports. 
• Meet the required daily quota for Guest courtesy calls as established by management.  
• Conducts show around of the hotel when requested. 
• Maintain a complete knowledge of:  

• • Hotels features/services, hours of operation.  
  • Hotels restaurant and menu price range.
  • Hotels room types, numbers, names, amenities and location. 
  • All the Repeat Guest/ Special Guest programs and packages. 
  • All room rates, special packages and promotions. 
  • Co-ordinates and assists with VIP arrival room allocations, meeting, escorting and in-room check-in of VIP guests. 

• Follows Hotel’s telephone etiquette standards.
• Enrollment of new loyalty members and updates certificate maintenance when applicable.
• Drives Rate and RevPAR through up-selling room brand.
• Follow departmental policies and procedures.
• Follow all safety and sanitation policies.
• Other duties as assigned.

Qualifications

Qualifications:

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Previous experience in Front Office, Guest Relations or Hospitality Operations preferred.
• Excellent communication and interpersonal skills.
• Strong guests service and problem-solving abilities.
• Professional appearance and positive attitude.
• Ability to work under pressure and handle multiple tasks effectively.
• Strong organizational and time management skills.
• Proficient in the English language (verbal & written).
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.
• Knowledge of computerized Front Office systems required.
• Must have the ability to handle cash effectively and accurately.

Additional Information

Physical Requirements:

• Ability to stand and walk for extended periods.
• Flexible to work shifts, weekends, and public holidays as required by hotel operations.