Description

We are seeking a Guest Relations Officer to deliver exceptional service to our hotel guests. You will address complaints and go the extra mile to make sure our guests are satisfied.

In this role, you should be an excellent communicator who can remain positive in the face of challenging situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers.

Your goal will be to ensure our guests enjoy themselves and plan to come back to our facilities.

Responsibilities
Review arrival lists to welcome guests
Attend to special guests (e.g. VIPs) and answer their inquiries
Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)
Provide information about amenities, area and venues and promote services
Anticipate guest needs and build rapport with customers
Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
Address customer complaints and escalate to Guest Relations Manager when needed