Guest Relations Officer
Role Overview
The Guest Relations Officer provides an excellent and consistent level of service to hotel guests.
The role assists with guest services in areas such as reception, the executive floor, communication center or concierge.
Key Skills for This Role
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Role summary
The Guest Relations Officer provides an excellent and consistent level of service to hotel guests.
The role assists with guest services in areas such as reception, the executive floor, communication center or concierge.
Responsibilities
- Maintain working knowledge of assigned duties and hotel systems; follow company and hotel policies and procedures.
- Attend promptly and effectively to guest requests and requirements.
- Coordinate with Concierge, Front Desk, Sales, Housekeeping, Maintenance, Telephone and Security to ensure smooth communication.
- Work supportively and flexibly with management colleagues, focusing on hotel success and guest satisfaction.
- Meet VIP guests on arrival and ensure they receive the best level of service.
- Assist the Front Office Manager in achieving departmental KPIs linked to Hysat, employee engagement and profitability.
Qualifications
- Minimum 2 years of work experience in hotel operations.
- A relevant degree or diploma in Hospitality or Tourism management is preferred.
- Good customer-service, communication and interpersonal skills are required.
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