Guest Relations Executive

About the role

The Guest Relations Executive creates memorable guest experiences by delivering personalized service throughout the guest journey and acting as a key contact for guests.

Key responsibilities

• Deliver the Hyatt brand promise and provide exceptional, personalized guest service.
• Build strong relationships with guests, anticipate needs, and handle inquiries, requests, feedback, and complaints professionally.
• Serve as the primary point of contact for VIP guests, special occasions, and guest recognition initiatives.
• Monitor and respond to guest feedback on online review platforms, OTAs, Medallia, and other reputation channels.
• Collaborate with Front Office, Housekeeping, Food & Beverage, Engineering and other departments to ensure seamless service and issue resolution.
• Support daily Front Office operations, including cashiering, cash handling, inventory control and maintaining accurate guest profiles.

Required profile

• Diploma or degree in Hospitality Management, Tourism, Business Administration or related field (preferred).
• Previous experience in Guest Relations, Front Office or a similar guest‑facing role within a luxury hotel.
• Excellent communication, interpersonal and problem‑solving skills.
• Fluency in English; additional languages are a plus.

Required skills

• Proficiency in Microsoft Office applications.
• Experience with hotel property management systems.
• Understanding of online reputation management platforms and guest feedback systems.