Job Description

The Guest Relations Executive acts as the hotel's ambassador, ensuring that every guest receives personalized, memorable service. You will be the point of contact for guest enquiries, special requests, and are responsible for creating warm and lasting impressions from arrival through departure.

Key Responsibilities

Welcome guests warmly upon arrival, assist with check-in, ensure swift, professional and friendly service. Offer assistance with baggage, escort guests to rooms (if appropriate), and provide orientation to hotel facilities. Handle check?out process smoothly, including billing, payment, feedback, and guest departure formalities. Be a primary point of contact for guest inquiries, requests, and complaints; resolve issues efficiently and escalate to management where necessary. Maintain and update guest profiles/preferences to enable personalized service on current and future stays. Provide information about hotel amenities, services, special promotions, local attractions, transport, etc. Coordinate with other departments (Housekeeping, Engineering, F&B, Concierge) to fulfill guest requests and ensure seamless guest experience. Monitor guest satisfaction; make courtesy calls or visits to in?house guests to request feedback and ensure everything meets expectations. Prepare VIP arrivals, special welcome amenities, and ensure special needs (dietary, accessibility, etc.) are anticipated and fulfilled. Handle reservation issues if front desk/reservation areas are busy or closed, assist in room allocations. Upsell rooms or services where possible, in a non?intrusive, guest?friendly manner. Manage guest correspondence such as mail, messages, packages, and any guest?related communications. Ensure guest relations area (lobby, front desk) is tidy, well?presented; maintain high standards of personal grooming and professional appearance. Follow hotel policies for safety, security, emergency procedures; maintain confidentiality of guest information.

Qualifications & Requirements

Minimum 1?2 years' experience in a Guest Relations / Front Office / Hospitality role (preferably in a 4? or 5?star hotel). Excellent interpersonal and communication skills; fluent in English. Additional language(s) a plus. Strong customer service orientation; able to anticipate guest needs, remain calm under pressure, solve problems proactively. Good organizational and multitasking skills. Familiarity with hotel property management systems (PMS), reservations systems, and standard office software. Polished appearance; professional demeanor and excellent grooming. Flexibility to work in shifts, during weekends and public holidays. Knowledge of local area, transport, attractions is beneficial.

Working Conditions

Based onsite; work involves interactions with guests across lobby, front desk, sometimes assisting in other areas. Requires standing for extended periods; may require walking, climbing stairs, sometimes carrying light luggage. Shift work including nights, weekends, and holidays.
Job Type: Full-time