Guest Relations Host

Guest Relations Host

Key Responsibilities

• Welcome and engage with guests in a warm, professional, and personalized manner
• Anticipate guest needs and provide proactive service throughout their stay
• Handle guest inquiries, requests, feedback, and complaints promptly and effectively
• Coordinate with departments such as Housekeeping, F&B, and Concierge to fulfill guest needs
• Ensure all guest preferences and special requests are recorded and communicated accurately
• Assist with VIP arrivals, special occasions, and personalized guest experiences
• Monitor guest satisfaction and follow up to ensure issues are fully resolved
• Maintain detailed records of guest interactions, preferences, and feedback
• Support check-in and check-out processes when required
• Promote hotel services, amenities, and experiences to enhance guest satisfaction
• Handle service recovery situations professionally to maintain guest loyalty
• Ensure smooth communication between guests and hotel departments
• Maintain high standards of luxury service and hospitality etiquette
• Respond to guest messages, calls, and digital requests in a timely manner
• Assist in organizing guest activities, reservations, and special arrangements
• Ensure confidentiality and privacy of guest information at all times
• Contribute to continuous improvement of guest experience standards
• Support management in achieving guest satisfaction and service excellence goals

Qualifications

• Diploma or Bachelor s degree in Hospitality Management, Tourism, or related field
• 1 3+ years of experience in guest services, front office, concierge, or hospitality roles (luxury hotel experience preferred)
• Strong understanding of luxury hospitality standards and guest service principles
• Familiarity with hotel operations and Property Management Systems (PMS) is an advantage
• Proficiency in Microsoft Office applications and communication tools
• Fluency in English; additional languages are an advantage