Guest Relations Officer

About the role

The Guest Relations Officer is responsible for delivering an excellent and consistent level of service to hotel guests. Working across reception, executive floor, concierge and communication centre, the role ensures all guest requests are handled promptly and professionally. The position also supports the Front Office Manager in achieving departmental KPIs related to guest satisfaction, employee engagement and profitability.

Key responsibilities

• Provide high‑quality service to all guests, ensuring requests are attended to promptly.
• Assist with guest services in reception, executive floor, concierge and communication centre.
• Coordinate smoothly with Front Desk, Sales, Housekeeping, Maintenance, Telephone and Security to guarantee seamless operations.
• Welcome VIP guests on arrival and deliver a premium experience.
• Support the Front Office Manager in meeting KPIs such as Hysat scores, employee engagement and profitability.

Required profile

• Relevant degree or diploma in Hospitality or Tourism management.
• Minimum 2 years of experience in hotel operations.
• Strong customer service, communication and interpersonal abilities.