Guest Relations Officer

Job Description

We are seeking a personable and attentive Guest Relations Officer to join our hotel team. The successful candidate will combine excellent communication skills with a professional approach, responding to guest needs promptly, handling concerns with tact, and helping ensure every visitor feels valued from arrival through departure.

Responsibilities

• Welcome guests warmly and provide personalised assistance throughout their stay.
• Respond to enquiries, requests, feedback, and complaints promptly and professionally.
• Build positive relationships with guests and identify opportunities to enhance their experience.
• Coordinate with front office, housekeeping, food and beverage, and other hotel departments to resolve guest needs efficiently.
• Assist with special arrangements, celebrations, VIP requests, and personalised guest services.
• Monitor guest satisfaction and follow up on concerns to ensure appropriate resolution.
• Maintain accurate records of guest preferences, requests, and service issues.
• Provide guests with accurate information about hotel services, facilities, and available amenities.
• Handle sensitive guest matters with discretion and appropriate judgement.
• Support the hotel in maintaining excellent customer service standards.

Qualifications

• A degree or diploma in Hospitality Management, Hotel Management, Tourism, Business Administration, Communications, 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 skills with a calm and professional approach to difficult situations.
• Strong organisational skills and attention to detail.
• Ability to work effectively with guests and colleagues from diverse backgrounds.
• Professional appearance and courteous manner.
• Proficiency in standard hotel systems and office applications is an advantage.

Are you interested in this position?

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

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