Guest Relationship Executive

Key Responsibilities

• Guest Welcome & Check-in: Review arrival lists daily, greet VIPs, repeat guests, and regular patrons upon arrival, and assist with smooth check-in/check-out procedures. [1, 2, 3]

• Personalized Service: Anticipate guest needs, build strong rapport, and coordinate special arrangements such as room preferences, transportation, dining reservations, or event setups. [1, 2]

• Complaint Resolution: Address guest feedback and complaints promptly with empathy and professionalism, escalating complex issues to the Guest Relations Manager or Duty Manager when necessary. [1, 2, 3]

• Cross-Departmental Coordination: Maintain active communication with Front Office, Housekeeping, Food & Beverage (F&B), and Concierge teams to fulfill special requests and service standards. [1, 2, 3]

• Information & Promotion: Provide accurate details about hotel/venue amenities, local attractions, and services, and promote loyalty programs. [1, 2, 3]

• Logkeeping & Reporting: Maintain daily logbooks, record guest preferences, track feedback/reviews, and prepare regular shift reports for management review. [1, 2, 3]

Qualifications & Requirements

• Education: Bachelor’s degree or Diploma in Hotel Management, Hospitality, Tourism, or a related field.

• Experience: 1 to 3 years of experience in front office, guest relations, or customer service (preferably in a 4-star or 5-star hotel/luxury environment).

• Technical Skills: Familiarity with Property Management Systems (PMS) such as Opera, Micros, or standard office software.

• Language Skills: Proficiency in the primary workplace language; additional foreign or regional languages are a strong asset. [1, 2, 3, 4]

Key Competencies & Soft Skills

• Communication: Exceptional verbal and written communication skills with a polite, customer-oriented disposition.

• Problem-Solving: Sound decision-making and calm demeanor under pressure or during peak rush hours.

• Interpersonal Skills: High emotional intelligence, active listening, and a well-groomed, professional appearance

• It is a Full Time Receptionist job for candidates with 3 - 4 years of experience.