Job Summary: A Guest Relations Officer (GRO) plays a vital role in ensuring guest satisfaction and enhancing the overall guest experience at a hotel, resort, or hospitality establishment. They serve as the main point of contact for guests, addressing inquiries, resolving issues, and providing personalized assistance to create memorable stays.
Responsibilities:
- Guest Assistance and Communication:Greet guests warmly upon arrival, assist with check-in procedures, and provide information about hotel facilities, services, and amenities.
Act as a liaison between guests and various hotel departments, ensuring prompt resolution of guest requests, inquiries, and concerns.
Handle guest feedback and complaints professionally and diplomatically, taking appropriate action to resolve issues and exceed guest expectations.
- Personalized Service:Anticipate guest needs and preferences, providing personalized recommendations, assistance, and amenities to enhance their stay.
Coordinate special requests or arrangements for guests, such as restaurant reservations, transportation services, or special occasion celebrations.
- Front Desk Support:Assist with front desk duties as needed, including processing check-ins/check-outs, managing room assignments, and handling reservations.
Maintain accurate records of guest interactions, preferences, and special requests in the hotel's guest management system.
- Hospitality and Engagement:Create a warm and welcoming atmosphere for guests, fostering positive relationships and rapport through attentive service and genuine hospitality.
Engage with guests proactively throughout their stay, offering assistance, recommendations, and personalized touches to ensure a memorable experience.
- Problem-solving and Conflict Resolution:Address and resolve guest complaints or issues promptly and effectively, demonstrating empathy, patience, and professionalism in all interactions.
Escalate unresolved issues to appropriate management personnel as needed, following established protocols and procedures.
- Quality Assurance:Monitor and maintain standards of cleanliness, comfort, and functionality in guest areas, including lobbies, public spaces, and guest rooms.
Conduct regular inspections and walkthroughs to ensure adherence to brand standards and guest satisfaction metrics.
Qualifications:
- Previous experience in a guest relations, customer service, or hospitality role is preferred.
- Strong communication and interpersonal skills, with the ability to interact confidently and courteously with guests from diverse backgrounds.
- Exceptional problem-solving abilities, with a proactive approach to addressing guest needs and resolving issues.
- Ability to multitask and work effectively in a fast-paced environment, maintaining composure and professionalism under pressure.
- Excellent organizational skills and attention to detail, with the ability to prioritize tasks and manage time efficiently.
- Flexibility in scheduling, including availability to work evenings, weekends, and holidays.
Only Singaporean, PR and LTVP holders may apply. Kindly email CV to [email protected]
