Guest Relations Executive (Front Office)

Description

The Guest Relations Executive is responsible for warmly welcoming guests upon arrival and ensuring a smooth check-in process in accordance with established standards and procedures. They provide courteous and efficient service, striving to fulfill guest requests whenever possible. The role includes checking out guests promptly and accurately, taking ownership of guest complaints, and handling them according to the hotel’s procedures, escalating to the Duty Manager when necessary. The Executive is also responsible for staying informed about hotel facilities, city attractions, and events, providing accurate information to guests. Maintaining positive relationships with in-house guests and ensuring their satisfaction throughout their stay is a key aspect of this role.

Responsibilities and Duties

* Greet guests upon arrival and facilitate check-in following established standards and procedures. * Provide courteous and efficient service, striving to meet guest requests whenever possible. * Ensure a smooth and accurate check-out process for guests. * Take responsibility for resolving guest issues, addressing complaints promptly according to established procedures, and escalating to the Duty Manager for further action when needed. * Stay knowledgeable about hotel facilities, services, and local attractions, offering accurate information to guests as requested. * Foster positive relationships with in-house guests, ensuring their satisfaction throughout their stay

Qualifications and Requirements

* A Diploma in Hospitality/Tourism or a related field is preferred. * At least 1 year of relevant experience in the hospitality industry is desirable. * Familiarity with the Opera system is a plus. * A pleasant demeanor with strong interpersonal skills. * Willingness to work rotating shifts, including weekends and public holidays.

Working Condition

Working hours

5 days / 44 hours