Guest Relation Executive

Key Responsibilities

• Welcome and engage members and guests with warmth, professionalism and discretion.
• Create a personalised and seamless guest experience from arrival to departure.
• Build strong relationships with regular members and guests by understanding their preferences and requirements.
• Anticipate guest needs and proactively provide assistance wherever possible.
• Handle guest requests, queries and concerns promptly and professionally.
• Take ownership of complaints and service recovery, ensuring issues are resolved to the guest’s satisfaction.
• Coordinate with Front Office, Food & Beverage, Housekeeping, Wellness, Sports and other departments to fulfil guest requirements.
• Maintain accurate records of guest preferences, feedback and special requests.
• Follow up on guest requests to ensure timely resolution rather than simply passing them to another department.
• Assist with VIP and special-occasion arrangements, ensuring a high level of personalised service.
• Maintain confidentiality and discretion when dealing with members, guests and their personal information.
• Identify opportunities to enhance the guest experience and encourage repeat visits.
• Gather and communicate guest feedback to the relevant teams to improve service standards.
• Maintain a polished, welcoming and professional environment at all times.