Guest Relations Officer

Job Summary:

We're seeking a highly skilled and customer-focused Guest Relations Officer to join our team. As a Guest Relations Officer, you'll be responsible for delivering exceptional guest experiences, handling front desk operations, and driving sales growth.

Key Responsibilities:

1. Reservations and Check-in:

    - Manage room reservations, cancellations, and modifications.

    - Check-in guests efficiently, ensuring all necessary documentation is completed.

    - Assign rooms and provide keys.

2. Front Desk Operations:

    - Handle guest inquiries, requests, and concerns.

    - Process guest payments, refunds, and transactions.

    - Balance cash register and manage front desk operations.

3. Telephone Inquiries and Call Handling:

    - Answer and respond to telephone inquiries about hotel services, rates, and availability.

    - Direct phone calls to guests, staff, or other departments.

    - Take messages and relay information to relevant parties.

4. Sales and Quotations:

    - Make quotations for room bookings, events, and other hotel services.

    - Close sales by negotiating rates, packages, and promotions.

    - Upsell and cross-sell hotel services to increase revenue.

5. Concierge Services:

    - Provide recommendations and arrangements for local attractions, dining, and transportation.

    - Assist with luggage storage, transportation, and other guest needs.

6. Food and Beverage Service:

    - Basic knowledge of F&B service standards and procedures.

    - Ability to take orders, serve food and beverages, and handle cash transactions.

7. Guest Relations:

    - Anticipate and exceed guest expectations.

    - Handle guest complaints and resolve issues promptly.

    - Foster a positive and welcoming atmosphere.

Required Skills:

1. Excellent communication, interpersonal, and sales skills.

2. Ability to multitask and work efficiently in a fast-paced environment.

3. Basic knowledge of hotel operations, services, and F&B service standards.

4. Attention to detail and ability to maintain accuracy.

5. Friendly and approachable demeanor.

6. Strong negotiation and closing skills.

Preferred Qualifications:

1. Experience in hospitality, customer service, sales, or front desk operations.

2. Knowledge of hotel software and systems (e.g., PMS).

3. Ability to work flexible hours, including evenings and weekends.

If you're passionate about delivering exceptional guest experiences and driving sales growth, I'd be happy to help you craft a resume or prepare for an interview!