Guest Relations Officer

Guest Relations Officer 
 
One of our clients in the hospitality industry is looking for a Guest Relations Officer, mainly to ensure a welcoming and pleasant environment for its guests.  Manage guest services and hotel’s image by ensuring that guests are fully satisfied at all times during their experience. 
 
Responsibilities & duties: 

• Responsible for greeting guests as they arrive and coordinating their check-ins 
• Ensuring that front-desk staff, including receptionists and porters, offer excellent customer service and provide a memorable hospitality experience.   
• With excellent communication skills, listen to guests’ complaints and resolve issues in a timely and accurate manner. 
• Promote all hotel services, amenities, conveniences, and programs offered. 
• Promptly address guests’ requests, at front desk, restaurant or spa booking or anything they might need. 
• Ensure a personalised service when needed.  
• Reporting on appropriate hotel management software. 
• Coordinate and manage communication between guests and staff and follow up with other departments to ensure timeliness when addressing customers’ concerns. 
• Oversee reservations and financial transactions. 
• Coordinate with Porter, luggage collection and storage. 
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in. 
• Reply to social media comments on various platforms. 
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings. 
• Recommend local tourist spots, including places to dine, shop and sight-see. 
• Be part of the Duty manager Roster when needed, including day and evening shifts. 

                                                                                                                                                 
Requirements: 

• Work experience as a Guest Relations Office or similar role will be considered an asset. 
• Understanding of all hotel management best practices. 
• Hands-on experience with Hotel Management software. 
• Proficiency in English, French & German; knowledge of other languages such as Polish or Italian is a plus. 
• Customer service drive with outstanding communication and active listening skills. 
• Excellent problem-solving and multi-tasking skills. 
• Ability to work flexible hours. 
• Strong sense of responsibility and a professional at all times.