We are seeking a highly personable and proactive Guest Relations Officer to ensure a welcoming and satisfying experience for all guests. The ideal candidate will serve as the face of the establishment, handling guest inquiries, resolving concerns, and fostering positive relationships. You will be responsible for managing guest services, assisting with reservations, and providing exceptional customer support. Strong communication and problem-solving skills are essential to succeed in this role.

Responsibilities:

• Greet and welcome guests upon arrival, ensuring a friendly and professional first impression
• Handle guest check-ins, check-outs, and other front desk duties, ensuring a seamless experience
• Address guest inquiries, complaints, and requests in a timely and efficient manner
• Provide information about the establishment’s facilities, services, and local attractions
• Assist with reservations, special requests, and room assignments, ensuring guest satisfaction
• Coordinate with other departments (e.g., housekeeping, food and beverage, concierge) to meet guest needs
• Maintain an updated knowledge of room availability, rates, and promotions
• Handle guest feedback, working to resolve issues and improve guest experiences
• Assist in arranging special occasions, celebrations, or events for guests, ensuring personalized service
• Promote loyalty programs and encourage guests to become repeat customers
• Keep detailed records of guest interactions, concerns, and resolutions in the system
• Work with management to improve overall guest satisfaction and implement new services or offerings
• Ensure the lobby and reception areas are clean, presentable, and organized
• Monitor guest satisfaction and contribute to creating a positive and memorable experience

Requirements:

• Proven experience in customer service, hospitality, or a similar guest-facing role
• Excellent interpersonal and communication skills
• Strong problem-solving abilities and a customer-first mindset
• Ability to handle stressful situations with patience and professionalism
• Fluent in English; proficiency in additional languages is a plus
• Proficient in basic computer systems, including reservation software and Microsoft Office Suite
• Flexibility to work in shifts, including evenings, weekends, and holidays
• Ability to work both independently and as part of a team
• High attention to detail and the ability to multi-task

Work Environment:

• Professional and fast-paced hospitality setting, typically a hotel or resort
• Regular interaction with guests and staff, requiring excellent people skills
• Standing for extended periods at the front desk, assisting guests, and managing inquiries
• Collaboration with various departments to ensure the best guest experience