About the job

We are looking for a Guest Relations officer to provide high-quality service to our hotel customers. You'll be able to address complaints and go the extra mile to ensure our guests are satisfied.

You should be an excellent communicator who can stay positive when facing difficult situations in this role. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers.

Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities. Contact appropriate individuals or departments to resolve guest calls, requests, or problems. Follow up with guests to ensure their requests or concerns have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Responsibilities

· Review arrival lists to welcome guests

· Attend to special guests (e.g., VIPs) and answer their inquiries

· Help prepare welcome folders with collateral (e.g., room service menus, area descriptions)

· Provide information about amenities, areas, and venues and promote services

· Anticipate guest needs and build rapport with customers

· Offer assistance with specific tasks (e.g., confirming travel arrangements, taking messages)

· Address customer complaints and escalate to Guest Relations Manager when needed

· Record information in the logbook daily

· Ensure compliance with health and quality standards

Requirements

· Proven experience as a Guest Relations Officer

· Familiarity with hospitality industry standards

· Proficiency in English; knowledge of additional languages is a plus

· Computer literacy

· A customer-oriented and professional attitude

· An outgoing personality

· Outstanding communication abilities

· Excellent organizational and time-management skills

· Diploma