Guest Relations Officer

Role

This role reports to the Duty Manager / Senior Duty Manager and is responsible for the operational efficiency and serivce delivery of the Front Office areas including Reception and the Club Lounge.

Job Responsibilities

1. Responsible for a smooth operation at the Reception and Lobby area especially during peak periods.

2. Provides feedback to Management on the established guests’ preferences and ensure a high return percentage on return guest’s ratio.

3. Train and guide junior staff and monitor their performance

4. Greet guests warmly upon arrival and ensure a smooth check-in/check-out process.

5. Performs cashiering duties.

6. Performs room blocking and issuance of room keys.

7. Handle guest inquiries and requests, both in person and over the phone.

8. Provide information about hotel services, amenities, and local attractions.

9. Performs blocking of rooms.

10. Coordinates with Housekeeping team on room status.

11. Responsible for updating of guest data and other information in the Opera PMS system.

12. Upsells hotel room whenever possible.

13. Handles guest complaints/feedback in the absence of the supervisor.

14. Handles other front office duties as and when assigned by supervisor/manager.

15. Train and assist in other sections operation, when necessary.

16. Promote positive TripAdvisor reviews.

17. Maintain a positive attitude and promote a team environment.

18. Encourage a fun and inclusive environment, creating an atmosphere where everyone feels valued.

Requirements

• Minimum 2 years’ experience in same capacity
• Proficient in MS Word, Excel and PowerPoint applications
• Basic knowledge of computer application
• Knowledge of Opera PMS