The Guest Relation Officer is essential in ensuring a positive experience for guests by addressing their needs and concerns promptly. This role enhances the company's reputation by providing exceptional customer service and fostering strong relationships with clients.
- Welcome guests upon arrival and ensure a smooth check-in process.
- Address guest inquiries, requests, and complaints efficiently.
- Coordinate with other departments to fulfill guest needs.
- Maintain up-to-date knowledge of hotel services and local attractions.
- Assist in organizing special events or arrangements for guests.
- Collect feedback from guests to improve service quality.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities under pressure.
- Proficient in hospitality management software like Opera or Fidelio.
- Ability to multitask effectively.
The Guest Relation Officer's performance is evaluated based on guest satisfaction scores, resolution time for guest issues, repeat visit rates, and positive feedback received from clients during their stay.
Guest Satisfaction
Achieve high satisfaction scores from guest surveys.
Issue Resolution Time
Minimize the time taken to resolve guest complaints.
Repeat Visits
Increase the number of returning guests through excellent service.
Reports to
Front Office Manager
Collaborates with
Housekeeping, Concierge Services
Leads
- Opera PMS
- Fidelio Suite8
Diploma or degree in Hospitality Management; 2-3 years experience in customer-facing roles within the hospitality industry.
