Guest Relations Executive

Posted 2 months ago

We are looking for an outstanding Guest Relations Executive who is passionate about turning moments into memories for our guests and ensuring that they have an exceptional guest experience.



-Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction

-Provide upscale guest service experiences for clients throughout their stay and anticipating their unstated ones

-Manage special requests for customers including restaurant reservations, limousine services and car rentals

-Ensure clients are properly greeted upon their arrival

-Actively listen to and resolve guest complaints by offering adapted and tactful solutions, dealing calmly and efficiently with challenging situations and when necessary, escalate unresolved guest issues to Hotel General Manager for immediate resolution

-Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

-Make and change room assignments according to guest requirements and promptly address their requests

-Ensure special guests, like people with special needs and VIPs, receive personalized services

-Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns

-Inform clients of our hotel services, including breakfast and other dining options

-Promote all hotel amenities, conveniences and programs offered

-Liaise with  Housekeepers and F&B Staff to provide an overall comfortable guest experience

-Examine daily duties, assign tasks, and check on progress

-Analyse and answer customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings

-Recommend local tourist spots, including places to dine, shop and sight-see

-Establish friendly relationships with regular hotel clients

-Examine activities logbook, assign tasks appropriately and implement control schedule daily

Qualifications & Assets:

-Proven working experience as Guest Relations Executive

-Understanding of all hotel management best practices and relevant laws

-Hands on experience with guest relationship management software

-Proficiency in English; knowledge of other languages will be considered an asset

-Customer service drive and excellent problem resolution skills along with outstanding communication and active listening skills

-Leadership skills along with the ability to motivate a team into high performance

-Ability to work flexible hours

-Highly responsible and reliable with a professional presentation

-Degree in Hospitality Management, Tourism, Business Administration, or relevant field would be considered an asset

Apply Online