Job Description

Job Summary:

The Guest Relations Officer (GRO) serves as the main point of contact for guests and ensures their satisfaction throughout their stay. The GRO is responsible for enhancing the guest experience by providing personalized services, handling guest inquiries and complaints, and ensuring a high level of hospitality and professionalism at all times.

Key Responsibilities:

Greet and welcome guests upon arrival with a warm and friendly attitude. Ensure a smooth check-in and check-out process. Assist guests with any inquiries, requests, or complaints promptly and effectively. Provide information about hotel services, facilities, and local attractions. Coordinate with other departments to fulfill guest needs (e.g., housekeeping, concierge, room service). Maintain a strong presence in the lobby area and other guest areas to anticipate needs. Handle VIP guests and ensure all special requirements are met. Maintain guest records, feedback, and preferences to enhance future guest experiences. Promote hotel amenities and up-sell services when appropriate. Follow all health and safety regulations and company policies.

Qualifications and Skills:

Proven experience in customer service or hospitality, preferably in a front office or guest relations role. OPERA System knowledge is must. Excellent communication and interpersonal skills. Proficiency in English (additional languages are a plus). Well-groomed appearance and professional demeanor. Ability to multitask and remain calm under pressure. Knowledge of property management systems (PMS) is an advantage. High school diploma or equivalent; a degree in hospitality is preferred.

Working Conditions:

Shift-based schedule, including weekends and holidays. Standing for extended periods. May be required to wear a uniform.
Job Types: Full-time, Permanent