Guest Relations Specialist

Roles and responsibilities

• Help the Guest Relations Manager to inspect all VIPs rooms prior to arrival and ensure all requests are met.
• Help the Guest Relations Manager to meet and greet guests.
• Prepare the Daily Communication Form.
• Handle amenity requests and other guest relations program.
• Run and Participate in the VIPs meeting.
• Monitor inventory levels and order supplies as needed.
• Ensure accuracy in billing and payment processing, including handling cash, credit cards, and other forms of payment.
• Ensure compliance with all relevant laws, regulations, and industry standards, including safety, security, and hygiene requirements.
• Implement quality assurance measures such as regular inspections and audits, to uphold brand standards and service excellence.
• Communicate effectively with external stakeholders through various channels, including in-person, phone, email, and social media.
• Assists the Front Office during need periods.
• Establish individual guest’s preferences and provide the service accordingly.
• Check and update arrival and departure reports for a better handling and anticipation of guest needs.
• Establish a personal contact with guests during their stay and local guests in the lobby and food and beverage outlets.
• Attend to specific guest’s requests ensuring efficient and proactive service.
  

Colleague Relations

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
• Works closely with Front Office, Housekeeping, Room Services, Concierge and all F&B departments.

Desired candidate profile

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
• Have a vast knowledge and perform check ins, check outs, billing and rooming guests.
• Handles guests’ complaints.
  

Skills And Qualifications

• Senior School qualification.
• Minimum 2 years of experience working in a 5-star hotel environment.
• A minimum of 1 year of Front Office experience.
• Previous experience working in the Middle East Region is an advantage.
• Strong commands of Microsoft Office products, PSMS and all related front office software.
• Strong problem-solving skills.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.