We are looking for an experienced and qualified Guest Relations Officer (GRO) to deliver exceptional guest service and ensure every guest enjoys a warm, welcoming, and memorable experience throughout their stay.
Key Responsibilities
- Welcome and greet guests professionally upon arrival.
- Assist guests with check-in, inquiries, requests, and general information.
- Build and maintain excellent communication and positive relationships with guests.
- Handle guest concerns, complaints, and special requests promptly and professionally.
- Coordinate with the Front Office, Housekeeping, Food & Beverage, and other departments to meet guest needs.
- Provide accurate information about hotel facilities, services, activities, and local attractions.
- Follow up with guests to ensure complete satisfaction during their stay.
- Maintain accurate guest records and relevant documentation.
- Assist with VIP guest arrangements and special requests.
- Promote hotel services and facilities when appropriate.
- Maintain a high standard of professionalism, grooming, and customer service at all times.
Requirements
- Minimum 3 years of experience in Guest Relations, Front Office, Hospitality, or a similar role.
- Excellent English communication skills.
- Robust interpersonal and customer service skills.
- Professional appearance with a positive and friendly attitude.
- Ability to handle guest complaints and challenging situations calmly and efficiently.
- Good organizational and problem-solving skills.
- Ability to work effectively as part of a team.
- Flexibility to work shifts, weekends, and public holidays as required.
Salary & Benefits
- Salary: Negotiable based on experience and qualifications.
- Service Charge: Applicable as per company policy.