Duties of a Guest Relations Officer

1. Greeting and welcoming guests upon their arrival at the establishment.
2. Assisting guests with check-in and check-out procedures.
3. Providing information about the establishment's facilities, services, and amenities.
4. Handling guest inquiries, requests, and complaints in a professional and timely manner.
5. Resolving guest issues and concerns to ensure their satisfaction.
6. Coordinating with other departments to fulfill guest requests and ensure a seamless experience.
7. Maintaining a positive and friendly attitude towards guests at all times.
8. Keeping track of guest feedback and reviews to identify areas for improvement.
9. Assisting with special requests, such as arranging transportation or making restaurant reservations.
10. Ensuring the safety and security of guests by following established procedures and protocols.

Core Responsibilities:

- Enhance guest satisfaction and create a positive guest experience
- Resolve guest inquiries, complaints, and special requests promptly and efficiently
- Maintain a high level of professionalism and empathy in interactions with guests
- Uphold the hotel's standards of service and guest policies
- Ensure all guest feedback is documented and addressed appropriately

Specific Duties:

- Guest Reception:
- Greet guests upon arrival and departure
- Assist with luggage handling and room assignments
- Provide information about hotel amenities and services

- Guest Inquiries and Complaints Resolution:
- Answer guest questions accurately and promptly
- Resolve guest complaints professionally and effectively
- Offer apologies, compensation, or alternative solutions when necessary
- Document and report all guest issues to the appropriate department

- Special Requests Management:
- Arrange for special accommodations, such as room upgrades, late check-outs, or special amenities
- Coordinate with other departments to fulfill guest requests (e.g., room service, transportation)

- Communication and Feedback Management:
- Communicate regularly with guests to address their needs and concerns
- Collect and document guest feedback through surveys and other channels
- Provide feedback to management and other departments for service improvement

- Guest Relationship Management:
- Build rapport with guests and establish positive relationships
- Recognize and reward loyal guests through loyalty programs and special offers

- Hotel Representation:
- Represent the hotel professionally to guests and visitors
- Maintain a clean and well-maintained work area
- Adhere to hotel dress codes and grooming standards

- Other Responsibilities:
- Assist with front desk operations during peak periods
- Perform administrative tasks as required
- Stay updated on hotel policies and procedures