- Serve as the primary point of contact for guest inquiries, concerns, and special requests throughout their stay
- Manage and resolve guest complaints and concerns with professionalism, ensuring satisfaction and retention
- Coordinate with all hotel departments to ensure seamless guest experiences and service delivery
- Maintain detailed guest profiles and preferences to personalise future visits and enhance loyalty
- Conduct regular property tours and familiarisation sessions for recent and returning guests
- Develop and implement guest relations strategies to increase repeat bookings and positive reviews
- Monitor guest feedback through surveys, reviews, and direct communication to identify service improvement opportunities
- Liaise between guests and various departments (housekeeping, food and beverage, maintenance) to address requests promptly
- Organise special events,
celebrations, and bespoke experiences for VIP and long-stay guests
- Maintain comprehensive knowledge of local attractions, dining options, and activities to provide informed recommendations
- Prepare welcome packages and personalised communications for distinguished guests
- Track and report on guest satisfaction metrics and key performance indicators
- Train and mentor guest relations staff to maintain consistent service excellence standards
- Ensure compliance with hotel policies, data protection regulations, and guest confidentiality requirements
- Contribute to the development of guest relations policies and procedures aligned with Fairmont's luxury standards