Guest Relations Officer
Job Description Template

Job Overview

We are seeking a Guest Relations Officer to provide top-notch customer service to clients of our hotel. 

As a Guest Relations Officer, you will be responsible to manage our Front Desk Department and deliver amazing customer service to our clients. You should communicate effectively with our clients and enhance their overall stay at our hotel. 

You should be patient as you will act as a point of contact between our clients and staff. You should be able to stay calm when resolving difficult circumstances. You have to make sure the clients are satisfied with our services. 

Your main objective will be to ensure an extraordinary guest experience so that our clients enjoy their stay at our hotel. You should have a pleasing personality and should be an excellent conversation starter.

If you have the required experience for this role, you can send in your applications to us.

Responsibilities

• Welcome guests to our hotel with a pleasing smile.

• Review arrival lists and records.

• Receive and take care of special guests. 

• Answer the inquiries of clients on a timely basis.

• Assist the other staff members in preparing welcome folders for the guests.

• Give the required information about different areas of our hotel to the guests.

• Promote the services provided by our hotel.

• Foresee the needs of clients and ensure clients are satisfied with our service while residing at our hotel.

• Build a long term association with the clients.

• Help clients with various tasks like arranging transport, providing supplies, etc.

• Address grievances issues and inform Guest Relations Manager as and when required.

• Record all necessary data and information in the designated registers everyday. 

• Comply with health and safety standards (OSHS).

Requirements

• Bachelor’s degree in Hospitality Management or a relevant field.

• 2+ years of work experience as a Guest Relations Officer, Hotel Manager or a similar role.

• Professional certification in Hotel Management will be preferred.

• Should be a customer-oriented individual with a good knowledge of hospitality industry standards.

• Excellent written and oral communication skills.

• Outstanding organizational and interpersonal skills.

• Exceptional time-management skills.