Guest Relation Executive

Job Purpose

To enhance guest satisfaction and create memorable hospitality experiences by providing personalized, courteous, and efficient service throughout the guest journey. The Guest Relation Executive is responsible for attending to guest requests and enquiries, coordinating VIP guest arrivals and special arrangements, managing room allocations according to guest preferences, gathering guest feedback, and performing timely service recovery actions to ensure the highest standards of guest satisfaction and loyalty.

Duties and Responsibilities

• Welcome guests warmly during check-in and ensure a pleasant and memorable farewell during check-out.
• Deliver exceptional customer service in accordance with the hotel's standards and service excellence guidelines.
• Attend promptly and professionally to guest requests, enquiries, concerns, and special needs, ensuring timely resolution and guest satisfaction.
• Review VIP arrivals, special requests, and reservations daily, and complete all pre-registration and room preparation arrangements prior to arrival.
• Build positive relationships with guests by anticipating their needs and providing personalized service throughout their stay, if any.
• Maintain accurate and up-to-date guest profiles, including guest preferences, special requests, likes, dislikes, and stay history in the Property Management System (PMS).
• Monitor guest feedback and proactively perform first-level service recovery to address concerns and enhance the guest experience.
• Coordinate closely with Housekeeping, Front Office, Engineering, and other departments to ensure rooms and guest requests are fulfilled efficiently.
• Assist in room allocation and room readiness verification to ensure guest preferences and operational requirements are met.
• Maintain a clean, organized, and professional work environment at all times.
• Ensure compliance with hotel policies, procedures, service standards, and safety regulations.
• Uphold high standards of personal grooming, hygiene, and professional appearance in accordance with hotel requirements.
• Prepare and provide accurate and comprehensive shift handovers to ensure smooth operational continuity.
• Treat all guests fairly, respectfully, and professionally without bias or prejudice, promoting an inclusive and welcoming environment.
• Conduct regular guest courtesy calls and lobby presence activities to engage guests, gather feedback, and identify opportunities to enhance guest satisfaction and loyalty.
• Support hotel initiatives, guest engagement activities, and special events as required.
• Perform any other duties and responsibilities assigned by the superior or management from time to time.
• Handle guest complaints, concerns, and service issues professionally, efficiently, and promptly, ensuring appropriate follow-up and effective service recovery to achieve guest satisfaction.
• Provide accurate and up-to-date information regarding the hotel’s facilities, services, promotions, local attractions, transportation, dining options, and city activities to enhance the overall guest experience.
• Maintain a visible presence in the lobby and public areas to assist guests, address enquiries, and foster positive guest relations.
• Handle and monitor daily cash transactions, including cash receipts, float management, deposits, and guest payments, ensuring accuracy and compliance with hotel financial procedures.
• Perform cashiering duties accurately and ensure all guest charges, payments, refunds, and adjustments are posted correctly in the system.
• Balance and reconcile cash floats, cash collections, credit card transactions, and guest accounts at the end of each shift.
• Investigate and promptly report any cash discrepancies, shortages, overages, or irregularities to the immediate superior.
• Maintain proper documentation and records of all financial transactions for audit and control purposes.
• Ensure the security and confidentiality of cash, payment records, guest information, and financial documents at all times.
• Adhere to hotel cash handling policies, accounting procedures, and internal control standards to minimize errors and financial risk.
• Perform any other duties and responsibilities as assigned by the immediate superior or management from time to time.

Qualifications, experience and skills

• Diploma, Certificate, or equivalent qualification in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field.
• Fresh graduates are encouraged to apply. Prior experience in hospitality or customer service will be an added advantage.
• Minimum 1 to 2 years of experience in Front Office, Guest Relations, Customer Service, or a similar role within the hospitality industry is preferred.
• Experience in handling guest enquiries, complaints, and service recovery is an advantage.
• Must be able to read, speak, write and understand the primary language used in the workplace and basic computer knowledge.

Pay: RM1,800.00 - RM2,300.00 per month

Benefits:

• Free parking
• Health insurance
• Maternity leave
• Meal allowance
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person