Guest Relation Officer

Key Responsibilities

• Welcome and assist guests upon arrival, providing a warm and personalized greeting.
• Ensure VIP, repeat, and special occasion guests receive exceptional service and attention.
• Handle guest inquiries, requests, and concerns promptly and professionally.
• Conduct guest follow-ups and courtesy calls to ensure satisfaction throughout their stay.
• Coordinate with Front Office and other departments to fulfill guest requests and special arrangements.
• Maintain accurate records of guest preferences, feedback, and service recovery actions.
• Assist with VIP arrivals, room inspections, amenities setup, and special guest arrangements.
• Provide information regarding hotel facilities, services, promotions, and local attractions.
• Handle guest complaints professionally and coordinate solutions with relevant departments.
• Monitor online and in-house guest feedback to support service improvement.
• Promote hotel services and facilities to enhance guest experience and revenue opportunities.
• Maintain a professional appearance and uphold hotel brand service standards at all times.

Qualifications

• Minimum 1–2 years of experience in Front Office, Guest Relations, or a similar role, preferably in a 4- or 5-star hotel.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong guest service orientation with excellent problem-solving abilities.
• Ability to handle guest complaints and challenging situations professionally.
• Well-groomed, confident, and professional appearance.
• Good knowledge of hotel operations and guest service standards.
• Ability to work flexible shifts, including weekends and public holidays.
• Positive attitude, proactive personality, and strong attention to detail.