About this role
Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
Monitor guest satisfaction and provide feedback to management for service improvements.
Supervise and support the Guest Relations team in daily operations.
Provide coaching and guidance to team members to maintain service standards.
Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
Maintain guest records, preferences, and special requests in the hotel system.
Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
Support the Guest Relations Manager in audits, inspections, and quality control initiatives.
Assist in planning and executing special events, VIP services, and guest recognition programs.
Ensure proper arrangements for guest amenities, surprises, and personalized services.
Minimum 3–5 years of experience in Guest Relations or Front Office operations in a 4- or 5-star hotel.
Strong interpersonal, communication, and problem-solving skills.
Excellent command of English; additional languages are a plus.
Ability to handle difficult situations with professionalism and discretion.