Guest Relations Officer (Hotel)

Job Description

• Answer phones in a prompt and courteous manner

• Welcome guests in a friendly, prompt, and professional manner

• Register guests, issue room keys, provide information on hotel services and room location

• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up

• Work closely with the Duty Managers (DM)/Guest Relations Executive (GRE) to ensure daily operations in Front Office are run smoothly

• Ensure all the areas in Front Office are covered by sufficient manpower at all times

• Assist to oversee and train all Front Office associates to ensure consistency of service rendered to all guest

• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank

• Issue, control, and release guest safe-deposit boxes

• Up-sell rooms where possible to maximize hotel revenue

• Respond appropriately to guest complaints

• Make appropriate service recovery gestures to ensure total guest satisfaction

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes

• Promote teamwork and quality service through daily communications and coordination with other departments

• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc

Key Qualification

• NITEC in Hospitality Operations Diploma or any formal education

• Proven experience as concierge, experience in customer service or relevant role is an advantage

• Excellent communication skills

• Polite and confident with a great deal of patience

• Ability in multitasking and time-management

• Aptitude in resolving issues with a customer-focused orientation