Guest Relation Officer

Overview

Summary Attend to guests courteously and deal promptly with their requests and queries. Have Detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities. Allocate rooms to arriving guests after noting their preferences. Collect guest feedback forms and perform any possible first-hand service recovery steps.

• Welcome guests during check-in and provide a fond farewell at checkout.
• Handle guest complaints and concerns in an efficient and timely manner.
• Oversee VIP guests, arrivals and departures.
• Escort VIP guests to their rooms upon arrival, explain the room and hotel facilities, and assist for the length of their stay.
• Maintain a friendly and caring relationship with VIP guests during their stay by making courtesy calls, providing information on hotel services and local sites of interest, and handling requests such as restaurant reservations and transportation.
• Coordinate and multi-task in a busy environment.
• Provide detailed information regarding arrivals and room requirements.
• Maintain up-to-date information on daily room occupancy.
• Greet guests as they enter and exit the hotel.
• Coordinate with housekeeping for clearing of rooms.
• Collect guest feedback during departure along with likes and dislikes.
• Maintain high visibility in the lobby and front desk area and provide proactive assistance to guests.
• Handle guest requests and complaints in a polite and efficient manner; guide relevant staff to ensure customer satisfaction and follow up when necessary.
• During peak periods, provide help and support to the Front Desk and Concierge Desk with check-in, check-out and handling guest requests.
• Keep abreast of hotel products and services as well as tourist and business travel information that may be of interest to guests.

• Minimum of 3 years’ experience in a supervisory level position in Front Office, preferably in a four or five star hotel.
• Proficiency in Microsoft Office software:
  Word and Excel
• Knowledge of OPERA
• Fluency in English