GRO

JOB DESCRIPTION – GUEST RELATION OFFICER

Position Overview

The Guest Relation Officer (GRO) is responsible for ensuring a warm, professional, and memorable experience for all guests. The role focuses on guest engagement, providing excellent service, handling guest requests and concerns, and maintaining positive relationships with guests throughout their visit.

Key Responsibilities

• Welcome and greet guests in a warm, friendly, and professional manner.
• Assist guests with reservations, seating arrangements, and general inquiries.
• Provide accurate information regarding venue facilities, services, events, and promotions.
• Build and maintain positive relationships with guests.
• Monitor guest satisfaction and proactively identify their needs.
• Handle guest requests, feedback, and complaints professionally and promptly.
• Coordinate with relevant departments to ensure guest requests are handled efficiently.
• Assist with VIP and special guest arrangements when required.
• Maintain a good understanding of daily operations, menus, events, and venue policies.
• Follow up on guest feedback and communicate important information to the management team.
• Maintain a professional appearance and excellent personal grooming at all times.
• Support the team during busy periods and special events.
• Perform other duties related to guest relations as assigned by the management.

Requirements

• Previous experience in Guest Relations, Front Office, Hospitality, Restaurant, or similar roles is preferred.
• Excellent communication and interpersonal skills.
• Good command of English, both spoken and written.
• Friendly, confident, and approachable personality.
• Strong customer service mindset.
• Able to handle complaints and difficult situations professionally.
• Well-groomed and presentable.
• Able to work under pressure in a fast-paced environment.
• Flexible to work shifts, weekends, and public holidays.
• Strong teamwork and coordination skills.

Key Competencies

• Guest Service Excellence
• Communication Skills
• Problem Solving
• Customer Relationship Management
• Teamwork
• Adaptability
• Attention to Detail
• Professionalism