Job Summary The Guest Relations Associate is a pivotal role serving as the primary point of contact for guests from arrival to departure This dual-function position is responsible for ensuring an exceptional guest experience through personalized service efficient check-in check-out processes and proactive resolution of guest inquiries and concerns The ideal candidate will possess a solid blend of hospitality skills excellent communication abilities and a commitment to delivering outstanding customer satisfaction Key Responsibilities Guest Relations Guest Welcome Orientation Warmly welcome guests upon arrival assist with luggage and provide essential information about hotel facilities services and local attractions Personalized Service Proactively anticipate guest needs and preferences offering personalized recommendations and ensuring a memorable stay Complaint Resolution Efficiently and empathetically handle guest complaints feedback and special requests escalating complex issues to management when necessary and ensuring timely follow-up Loyalty Program Management Promote and enroll guests in the hotel s loyalty programs explaining benefits and encouraging participation VIP Handling Provide specialized attention and services to VIP guests ensuring their comfort and satisfaction Feedback Collection Encourage guests to provide feedback through surveys or direct communication to continuously improve service quality Local Expertise Maintain up-to-date knowledge of local events restaurants and attractions to provide accurate and helpful information to guests Interdepartmental Coordination Collaborate closely with other departments Housekeeping F B Concierge to fulfill guest requests and resolve issues seamlessly Front Office Operations Check-in Check-out Efficiently manage guest check-in and check-out procedures including registration room assignments key card issuance and accurate billing Reservations Assist guests with making modifying or canceling reservations ensuring accuracy and adherence to hotel policies Payment Processing Handle cash credit card and other payment transactions accurately and securely Telephone Etiquette Answer incoming calls professionally direct calls to appropriate departments and take messages accurately Information Provision Provide comprehensive information about hotel services room types rates and promotions Audit Reporting Maintain accurate guest records reconcile daily transactions and assist with night audit procedures as required Upselling Identify opportunities to upsell hotel services and amenities enhancing guest experience and revenue Safety Security Adhere to all hotel security and safety procedures reporting any suspicious activities or incidents Qualifications Bachelor s degree or diploma in Hospitality Management Hotel Administration or a related field preferred Proven experience in a guest-facing role within the hospitality industry Skills Competencies Exceptional interpersonal and communication skills verbal and written Strong problem-solving and decision-making abilities High level of emotional intelligence and empathy Ability to remain calm and professional under pressure Proficiency in Property Management Systems PMS like Opera Fidelio etc Fluency in English proficiency in additional languages is a significant advantage Customer service-oriented with a passion for guest satisfaction Strong organizational skills and attention to detail Team player with a positive attitude Job Type Full-time Pay 12 000 00 - 18 000 00 per month Benefits Flexible schedule Food provided Schedule Rotational shift Work Location In person