Guest Relations Officer

Summary

You will be responsible to provide an excellent and consistent level of service to your guests.

The Guest Relations Officer is responsible to assist with guest services in various areas of the hotel, such as reception, executive floor, communication center or concierge.

To have full working knowledge and capability to complete all duties and tasks in the assigned Place of Work. To have an excellent knowledge of the systems in place. To ensure that all the Guest Relations responsibilities are managed efficiently according to the established concept statements and adhere to Company and Hotel Policies & Procedures.

To ensure that all guest requests and requirements are attended to promptly and handled perfectly.

To ensure that communication and coordination of all Departments, with particular emphasis on the interactions between Guest Relations, Concierge, Front Desk, Sales, Housekeeping, Maintenance, Telephone, and Security are smooth and efficient. To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

To ensure that all VIP guests are met on arrival and receive the best level of service.

To assist the Front Office Manager to achieve overall KPIs for the department linked to Hysat, Employee Engagement and Profitability.

Qualifications

Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum 2 years' work experience in hotel operations.

Good customer service, communications and interpersonal skills are a must.