Guest Relations Officer

Job Responsibilities

1. Assist Guest Service Manager in all aspect of duties.
2. Work with Duty Manager in the absence of Guest Service Manager.
3. Performs check in/out and all front of house service to Hotel guests in a professional manner.
4. Maintaining the Club Lounges at ‘ready to serve’ condition at all time.
5. Anticipate guests’ needs and assist guests whenever needs arise.
6. Provides updated promotions and room pricing to guests on request.
7. Assist in training and provides supervision to the Guest Services Officers on cross training exercise.
8. Liaises with Front Office and reservations team on all incoming guests /events.
9. Updating of guest profiles and ensures accurate data input for all mandatory information of the Hotel guests.
10. Ensures appropriate amount on credit card authorization or cash advance is obtained from guests to cover entire length of stay.
11. Follow up on all departing guests needs, invoice, luggage, transport are properly arranged and bills correctly settled and posted.
12. Work with Guest Service Manager on weekly inventories and stock requisition.
13. Lead by example through participation in hotel’s initiative, programme and exercise.
14. Establish rapport with VIPs, Club, Regular and Long Staying guests.
15. Assist in organizing all amenities for arriving and in-stay guests.
16. Garner the maximum number of positive feedback from guests.
17. To coordinate guests and staff during an emergency and have good knowledge of fire procedures.
18. Performs any other job tasks assigned by Front Office Management.

Education & Work Experience

• GCE ‘O’/’N’ Level
• At least 3 years in a similar position
• Possesses a friendly and confident personality
• Good knowledge on PMS Opera system
• Good grooming standard

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