Guest Relation Officer

Job Description

1. Guest satisfaction

• To ensure materials is in place for reservation, arrivals, in house stay, request, and departure.
• To organize guest’s reservation, arrivals, requests, in house stay, and departures.
• To follow up on guests issues.
• To ensure all customers requests are handling quickly and effectively.
• Check registration cards to ensure that all details necessary have been recorded.
• Update all existing and new guests’ history files as and when new information arrives.
• Monitor Guest comments cards and compile and distribute monthly guest comments.
• Perform analysis of guest’s comments for management on a monthly basis.
• Compile and affect mailing lists when required by hotel.
• Prepare and send all compliments letters in reply to guests who have filled in the comments cards.
• Keep any records required for back up and future reference.
• Use communication tools in place to record in a diary or a trace book all pertinent events, which concern the guest during his/her stay at the hotel, i.e. Birthday, wedding, anniversary, wedding etc., and inform all the relevant departments for subsequent action. As advised by Guest Relation supervisor.
• The Guest Relations Hostess should make a very good first impression. Indeed, she/he should be a smiling, welcoming and warm person. He/she shouldn’t forget that she/he represents the first contact with guests and we have just one chance to do a first good impression.
• To participate in all Weddings / Honeymoons reservation information passed to the front desk and other relevant departments and ensures all rooms are assigned two days in advance to guest arrival.
• To organize on a weekly basis the invitation for the Management cocktail.
• To keep up to date the Hotel golden book by asking High Profile guest to sign it.

1. Hotel Visit:

• To participate in all hotels visit when required.
• To participate in all Eductours when required.
• To coordinate with housekeeping, front desk and villas the visit for the day. As well as all other departments that might involve.

1. Communication:

• To look after the guest history by maintaining a system that keep record of preferences, comments and special needs.

1. Environmental Awareness:

• To comply with all company and local laws regarding, Fire, Health and Safety procedure.
• To participate in any training sessions of the aforementioned.
• To report and follow up any defects with equipment within the work environment.

Qualifications

Qualification:

• Middle or Secondary Education + Additional  training or certificates in the relevant field.

Experience.

• A minimum of 1 year of experience in hotel industry.
• Proven experience working in a top luxury resorts.

Technical skills:

• Must have the ability to relate professionally to all levels of staff, guests, clients and VIP’S
• Strong communication, written and interpersonal skills. 
• Be diplomatic.
• telephone skills
• Fluency in English and another language, written and verbal communication.
• Knowledge of a third language is a plus.

Additional Information

WORK WITH CONSTANCE

🌿 Join a team where well-being, career development, and collaboration are at the heart of everything we do.

• We believe in continuous learning and growth to help our teams achieve their full potential.
• A strong family spirit is part of our identity, we support and care for one another.
• We offer international career opportunities, allowing you to develop within a renowned luxury hospitality group.
• Our passion for luxury hospitality is reflected in every detail of the guest experience.
• We are committed to environmental and societal contributions, integrating sustainability into everything we do.

🌿We want our team members to feel valued and supported, offering a work environment that encourages excellence, personal growth, and cultural diversity. By nurturing employee satisfaction, we create a positive mindset that naturally translates into exceptional guest service.

🌿 Be part of a company that values people, innovation, and excellence.