Guest Relation Officer

About the role

For this position, you will serve as the primary liaison between tenants and property owners throughout the stay—ensuring seamless check-in and check-out experiences, mediating mid-stay concerns, negotiating rental extensions, and maintaining structured property records to deliver exceptional service.

Key responsibilities

• Coordinate with rental agents and operations teams to manage smooth check-ins, create accurate inventory lists, and establish clear communication channels with property owners.
• Act as the central point of contact between owners and tenants during stays to resolve maintenance, facility, or operational concerns promptly and professionally.
• Conduct thorough check-out inventory inspections—especially for legacy transactions—documenting damages accurately and coordinating security fee returns with the finance department.
• Proactively track stay timelines, notify tenants 1–2 weeks before departure, negotiate extension terms with owners, and finalize renewed agreements and payments.
• Maintain organized CRM records, mediation logs, check-in/out reports, and extension documentation while escalating complex issues to management.

About you

• Excellent English proficiency in verbal, written, and listening skills to communicate smoothly with international guests and property owners.
• Strong communication and customer service skills, with the ability to manage multi-party updates and represent the agency professionally.
• Proactive problem-solver mindset—resourceful and calm under pressure, with the ability to think on your feet, anticipate guest needs, and resolve unexpected issues effectively.
• Skilled negotiator with strong conflict resolution and mediation abilities to navigate delicate tenant-owner situations and reach fair, win-win outcomes.
• Highly organized with exceptional attention to detail in record-keeping, documentation, and inventory tracking.
• Minimum of 1 year of experience in hospitality, guest relations, customer relations, or customer management.