Guest Relations Officer

Key Responsibilities

• Welcome guests warmly on arrival, ensuring a positive first impression and guiding them smoothly through check‑in or inquiries.
• Respond to requests and questions quickly and politely, offering clear information about services, facilities and local points of interest.
• Handle guest issues and complaints professionally, seeking solutions and involving departments for prompt resolution when needed.
• Coordinate with teams such as housekeeping, maintenance and reception to deliver seamless guest experiences.
• Maintain guest records accurately in systems and logs, updating arrival/departure information and service notes.
• Support check‑out processes by ensuring smooth departures, collecting feedback and facilitating billing or service follow‑up.
• Promote services and amenities by informing guests of offerings like tours, transport or in‑house facilities.

Requirements

• Experience: 1–3 years in guest relations, hospitality, front office or customer service roles.
• Education: High school diploma; degree in hospitality or related field preferred.
• Technical Competence: Skilled with MS Office and basic CRM or property management systems.
• Project Controls: Able to manage guest workflows, bookings and service tasks efficiently.
• Leadership: Capable of coordinating with teams and guiding guest flow in busy environments.
• Commercial Acumen: Understand guest satisfaction metrics and contribute to positive feedback and repeat visits.