Job Description

Job Title: Guest Relations Officer / Specialist
Reports To: Guest Relations Manager / Front Office Manager
Job Overview:
The Guest Relations Specialist is the primary point of contact for guests, dedicated to providing an exceptional and personalized experience. This role is responsible for anticipating guest needs, resolving issues with efficiency and empathy, and creating a lasting positive impression that encourages loyalty and return visits.
Key Responsibilities:
Pre-Arrival & Arrival:

• Warmly welcome guests upon arrival, facilitating a smooth and efficient check-in process.
• Manage pre-arrival communications, confirming special requests (dietary, celebrations, room preferences).
• Coordinate with other departments (Housekeeping, Reservations) to ensure all guest preferences are prepared.

During the Stay:

• Act as the main point of contact for guests, proactively engaging with them to ensure satisfaction.
• Handle and resolve guest complaints and concerns promptly, professionally, and with a sense of urgency, finding creative solutions when necessary.
• Provide personalized concierge services, including restaurant reservations, transportation, tour bookings, and activity recommendations.
• Escort VIP guests to their rooms and conduct courtesy calls or follow-ups.
• Maintain a detailed log of guest preferences and history in the database.

Departure & Post-Stay:

• Manage guest departures, ensuring a swift check-out process and addressing any final inquiries or charges.
• Gather feedback from guests about their stay.
• Handle post-stay communication, such as responding to online reviews and managing thank-you notes or follow-up emails.

General Duties:

• Maintain a polished, professional appearance and a positive, calm demeanor at all times.
• Train and mentor other team members on guest service standards.
• Uphold and enforce all company policies and procedures.

Qualifications and Skills:

• Proven experience in a guest-facing role (Hospitality, Guest Services, Front Desk).
• Exceptional communication and interpersonal skills, with fluency in the local language and preferably a second language.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• High level of empathy and a genuine passion for serving others.
• Excellent organizational skills and attention to detail.
• Proficiency in property management systems (PMS) and Microsoft Office.
• Ability to work a flexible schedule, including weekends and holidays.

Skills Required