Guest Relations Executive

• Welcome guests upon arrival and provide a warm professional first impression of the hotel.
• Assist guests during check-in and check-out processes when required and ensure smooth guest flow in the lobby.
• Interact with guests regularly to ensure satisfaction with hotel services and facilities.
• Handle guest inquiries requests and complaints promptly and professionally to ensure quick resolution.
• Coordinate with different hotel departments such as Front Office Housekeeping Food & Beverage and Concierge to fulfill guest requests efficiently.
• Maintain and update guest profiles preferences and special requirements in the hotel system.
• Identify VIP guests repeat guests and special occasions (birthdays anniversaries honeymoon stays) and arrange personalized services or amenities.
• Conduct guest feedback collection and follow up on service recovery when required.
• Ensure lobby presence to assist guests and maintain high visibility for guest interaction.
• Provide information about hotel facilities dining options local attractions and hotel events.
• Assist in organizing special guest experiences such as celebrations surprises or welcome arrangements.
• Monitor guest satisfaction scores reviews and feedback to identify service improvement opportunities.
• Maintain proper documentation of guest incidents complaints and service recovery actions.
• Follow hotel policies brand standards and service procedures at all times.
• Ensure professional grooming and maintain a positive representation of the hotel brand.

Qualifications :

• Diploma or Bachelors Degree in Hotel Management Hospitality Management Tourism or a related field.
• 13 years of experience in Guest Relations Front Office Customer Service or Hospitality Operations.
• Excellent communication and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Ability to handle guest complaints calmly and professionally.
• Strong organizational and multitasking skills.
• Knowledge of hotel operations and guest service standards.
• Ability to work in a fast-paced hospitality environment.
• Basic computer skills and familiarity with Property Management Systems (PMS).
• Professional grooming and presentation standards.
• Fluency in English; additional languages are considered an advantage.

Additional Information :

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1