Job Description

The Guest Relations Officer is responsible for ensuring excellent customer service and guest satisfaction. The role involves welcoming guests, handling inquiries and complaints and creating a positive experience throughout the guest’s stay or visit. 

Job Requirements

 Key Responsibilities

• Welcome and greet guests in a friendly and professional manner 
• Assist guests with check-in and check-out procedures 
• Respond to guest inquiries via phone, email or in person 
• Handle guest complaints efficiently and escalate when necessary 
• Coordinate with housekeeping, front office and other departments to ensure smooth operations 
• Monitor guest feedback and suggest service improvements 
• Provide information about hotel facilities, promotions and local attractions 
• Ensure lobby and reception areas are well-presented 
• Maintain guest records and update system accurately

Skills