Guest Relations Executive

• Welcome guests upon arrival and provide a warm, professional first impression of the hotel.
• Assist guests during check-in and check-out processes when required and ensure smooth guest flow in the lobby.
• Interact with guests regularly to ensure satisfaction with hotel services and facilities.
• Handle guest inquiries, requests, and complaints promptly and professionally to ensure quick resolution.
• Coordinate with different hotel departments such as Front Office, Housekeeping, Food & Beverage, and Concierge to fulfill guest requests efficiently.
• Maintain and update guest profiles, preferences, and special requirements in the hotel system.
• Identify VIP guests, repeat guests, and special occasions (birthdays, anniversaries, honeymoon stays) and arrange personalized services or amenities.
• Conduct guest feedback collection and follow up on service recovery when required.
• Ensure lobby presence to assist guests and maintain high visibility for guest interaction.
• Provide information about hotel facilities, dining options, local attractions, and hotel events.
• Assist in organizing special guest experiences such as celebrations, surprises, or welcome arrangements.
• Monitor guest satisfaction scores, reviews, and feedback to identify service improvement opportunities.
• Maintain proper documentation of guest incidents, complaints, and service recovery actions.
• Follow hotel policies, brand standards, and service procedures at all times.
• Ensure professional grooming and maintain a positive representation of the hotel brand.

• Diploma or Bachelor’s Degree in Hotel Management, Hospitality Management, Tourism, or a related field.
• 1–3 years of experience in Guest Relations, Front Office, Customer Service, or Hospitality Operations.
• Excellent communication and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Ability to handle guest complaints calmly and professionally.
• Strong organizational and multitasking skills.
• Knowledge of hotel operations and guest service standards.
• Ability to work in a fast-paced hospitality environment.
• Basic computer skills and familiarity with Property Management Systems (PMS).
• Professional grooming and presentation standards.
• Fluency in English; additional languages are considered an advantage.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.