A Guest Relation Officer is responsible for welcoming and assisting guests from their arrival to their departure, ensuring courteous and professional service at all times.

Key responsibilities

• A Guest Relation Officer is responsible for welcoming and assisting guests from their arrival to their departure, ensuring courteous and professional service at all times.
• Greet all guests upon arrival and departure, and escort VIP guests to their allocated rooms while explaining the facilities and room amenities.
• Maintain regular contacts with the guests and obtain feedback on their stay in the hotel. Address any complaints and take immediate corrective action.
• Record daily activities and complaints in the guest relations logbook and inform the respective department heads for immediate actions.
• Collaborate with the Food and Beverages team, especially the Room Service Team.
• Promote all outlets and any special promotions.
• Be thoroughly familiar with the hotel procedures and policies concerning reservations, room allocation, room charges, and other facilities.
• Inspect VIP room to ensure amenities are in good order prior to guests’ arrival.
• Stand by in the hotel lobby to greet and assist incoming guests.
• Promote inter-hotel sales and in-house facilities and provide information about banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information.
• Prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs.

Qualifications

• Minimum Bachelor’s Degree in Hotel Management or a similar discipline
• At least 2 years of work experience in similar position in any reputed hotel or resort
• Strong knowledge of general hotel industry practices and policies
• Excellent management, communication, and multitasking skills
• Proficient bookkeeping skills, including a good knowledge of Microsoft Office