Guest Relations Officer

Job Description

Our hotel is committed to creating memorable stays through attentive service, thoughtful communication, and genuine care for every guest. We are looking for a Guest Relations Officer who can serve as a welcoming point of contact, understand guest needs, resolve concerns efficiently, and ensure every interaction reflects the high standards of the hotel.

Responsibilities

• Welcome guests and provide friendly, attentive assistance throughout their stay.
• Build strong relationships with guests and maintain a high level of service.
• Respond promptly to guest enquiries, requests, and concerns.
• Handle complaints professionally and work towards effective resolutions.
• Coordinate special arrangements such as celebrations, room preferences, and guest requests.
• Follow up with guests to ensure their concerns have been addressed satisfactorily.
• Maintain accurate records of guest feedback, requests, and service issues.
• Communicate guest requirements clearly to reception, housekeeping, food and beverage, and other hotel teams.
• Assist with VIP and returning guest arrangements when required.
• Gather guest feedback and share useful observations with management.
• Maintain confidentiality when handling guest information.
• Promote hotel services, facilities, and available experiences where appropriate.
• Support the front office team during busy periods.

Qualifications

• Diploma, certificate, or relevant qualification in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field.
• Previous experience in guest relations, front office, customer service, or a similar hotel role is preferred.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building abilities.
• Good problem-solving and conflict-resolution skills.
• Professional appearance and a courteous manner.
• Ability to remain calm and organised when handling multiple guest requests.
• Strong attention to detail and follow-through.
• Comfortable using basic computer systems and guest management software.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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