Guest Relations Executive
Role Overview
Welcomes guests, addresses enquiries, and supports a smooth, memorable experience from arrival to departure.
Handles requests and complaints, coordinates with internal departments, maintains guest records, and delivers personalized service, especially for VIP guests.
The role calls for communication, customer-service, and problem-solving skills, plus hospitality or front-office experience.
Key Skills for This Role
Full Job Posting
Role overview
Welcomes guests, addresses enquiries, and supports a smooth, memorable experience from arrival to departure.
Handles requests and complaints, coordinates with internal departments, maintains guest records, and delivers personalized service, especially for VIP guests.
The role calls for communication, customer-service, and problem-solving skills, plus hospitality or front-office experience.
VIP arrivals and guest service
- Block rooms for arriving VIP guests based on preferences and verify upcoming VIP bookings for the next three days, including status, comments, and preferences.
- Prepare daily amenity requisitions and control amenity costs; ensure room amenities match VIP status.
- Coordinate VIP transportation with Concierge and amenity placement with Room Service and Housekeeping.
- Physically inspect pre-allocated VIP arrival rooms and verify occasion setups meet hotel standards and guest requests.
- Ensure arriving guests receive welcome drinks and towels at check-in; make courtesy calls to in-house guests.
- Prepare letters according to VIP status, including apology and group check-in letters.
Daily hotel operations
- Prepare and review reports for the day and check all Opera traces.
- Verify show rooms daily and conduct hotel show-arounds when required.
- Assist with daily Front Office operations when required.
- Apply company objectives and standards, achieve guest expectations and departmental performance targets, and share workloads, skills, and knowledge with teammates.
- Maintain personal grooming according to hotel standards.
Experience and education
- Minimum high school graduate.
- Two years of experience in a similar position at a five-star hotel.
- Hotel Management graduate or Front Office operations certification is listed as an additional qualification.
Required skills and languages
- Strong customer-service orientation, organization, and proactivity.
- Initiative, commitment to achievement, effective communication, and attention to detail.
- Problem solving, decision making, leadership, customer focus, teamwork, and interpersonal skills.
- Excellent spoken and written English; proficiency in additional languages is an advantage.
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