Guest Relations Officer

Roles and responsibilities

1. Customer Service Excellence

• Ability to handle guest inquiries, complaints, and requests professionally and courteously.
• Active listening skills to fully understand guest needs and provide personalized solutions.
• Strong problem-solving skills to address issues quickly and efficiently.

2. Communication Skills

• Clear and effective verbal and written communication to engage with guests and team members.
• Multilingual skills can be a bonus, especially in international hospitality settings.
• Ability to communicate with guests of different cultural backgrounds and adjust communication style accordingly.

3. Conflict Resolution

• Ability to resolve disputes or conflicts between guests or between guests and the hotel or venue, maintaining calm and professionalism.
• Diplomacy and tact in diffusing tense situations.

4. Attention to Detail

• Ensuring guests' specific requests or preferences are met, whether it's room temperature, dietary needs, or other personalized services.
• Keeping track of guest records and preferences for future visits.

5. Organization and Multitasking

• Managing multiple guest requests or concerns simultaneously without compromising service quality.
• Ability to stay organized in a busy, fast-paced environment, especially in large hotels or resorts.

6. Knowledge of Services and Facilities

• Comprehensive knowledge of the services, amenities, and policies of the establishment.
• Ability to provide accurate information regarding local attractions, transport, dining, and entertainment options.

7. Empathy and Emotional Intelligence

• Being able to understand and relate to guests' emotions, especially in stressful or negative situations.
• Demonstrating compassion when handling guest complaints or concerns.

8. Sales and Upselling

• Offering additional services or upgrades (e.g., spa treatments, room upgrades) in a subtle and non-pushy manner.
• Understanding guest preferences and suggesting services that enhance their experience.

9. Team Collaboration

• Working closely with other departments (housekeeping, concierge, front desk, etc.) to ensure guest satisfaction.
• Ability to work well in a team and maintain a positive attitude even in challenging circumstances.

Desired candidate profile

Responsibilities

• Help the Assistant Guest Relations Manager to inspect all VIPs rooms prior to arrival and ensure all requests are met.
• Help the Assistant Guest Relations Manager to meet and greet guests.
• Prepare the Daily Communication Form.
• Handle amenity requests and other guest relations programmes
• Run and Participate in the VIPs meeting.
• Assists the Front Office during need periods.
• Handles guests’ complaints.
• Works closely with Front Office, Housekeeping, Room Services, Concierge and all F&B departments.
• 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.