Job Purpose

Address complaints and go the extra mile to make sure our guests are satisfied. Also Serve as a primary point of contact for our customers and therefore should be reliable and customer-oriented.

Duties & 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
• Record information in the logbook daily
• Ensure compliance with health and quality standards

Qualification & Requirements

• Degree/Diploma in Hospitality Management
• A minimum of 3 years proven experience as a Guest Relations Officer or similar role
• Knowledge in the hospitality industry standards
• Proficiency in English; knowledge of additional languages is a plus
• Computer literacy
• A customer-oriented and professional attitude
• Outstanding communication abilities
• Excellent organizational and time-management skills