Guest Relation Officer

The Guest Relation Officer (GRO) is responsible for ensuring a personalized and memorable guest experience by providing attentive, professional, and proactive service. This role acts as a key point of contact for guests, handling special requests, VIP arrivals, and guest feedback to maintain the highest level of satisfaction in line with Pullman’s brand standards.

Key Responsibilities

• Welcome and greet guests warmly upon arrival, especially VIPs and repeat guests.
• Ensure smooth check-in and check-out experiences in coordination with the Front Office team.
• Handle guest inquiries, special requests, and complaints promptly and professionally.
• Monitor guest preferences and maintain accurate guest history records.
• Coordinate room arrangements, amenities, and special setups for VIP guests.
• Conduct courtesy calls and follow up on guest satisfaction during their stay.
• Liaise with other departments to ensure seamless service delivery.
• Handle online and in-house guest feedback, ensuring timely resolution.
• Promote hotel facilities and services to enhance guest experience.
• Ensure compliance with brand service standards and grooming guidelines.
• Prepare reports related to guest feedback, VIP arrivals, and service recovery actions.
• Act as a hotel ambassador, ensuring a high level of professionalism at all times.

Qualifications

• Minimum 1–2 years of experience in Front Office or Guest Relations, preferably in a 4- or 5-star hotel.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong problem-solving and guest handling skills.
• Well-groomed, professional appearance in line with hotel standards.
• Customer-oriented mindset with attention to detail.
• Ability to work flexible hours, including weekends and public holidays.
• Positive attitude, friendly personality, and strong service passion.