Guest Relations Officer

Role overview

Guest service and coordination

• Welcome guests, handle inquiries and complaints, and provide information about facilities, services, amenities, and activities.
• Coordinate with front office, housekeeping, food and beverage, and other departments to fulfill guest requirements.
• Monitor satisfaction, assist with VIP and special arrangements, and follow up on concerns for timely resolution.
• Maintain confidential guest records and service documentation; support check-in, check-out, and reservations when required.
• Promote services and activities, collect feedback, and recommend service and operational improvements.
• Follow company policies, service standards, and professional hospitality practices.

Qualifications and experience

• A diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Previous experience in guest relations, front office, customer service, or hospitality is advantageous.
• Excellent communication, interpersonal, customer service, and problem-solving skills are required.
• Good command of English is required; additional languages are advantageous.
• Familiarity with hotel management systems, reservation platforms, and Microsoft Office is preferred.
• Ability to remain calm under pressure, manage multiple requests, work as part of a team, and pay attention to detail.
• Flexible to work shifts, weekends, and public holidays when required.