Front Desk Agent / Front Desk Agentess

Guest Relations Officer Job Description

We are seeking a dedicated Guest Relations Officer to enhance the experience of our guests from arrival through departure. In this role, you will play a crucial part in building lasting relationships with our guests, ensuring that their needs are met and their expectations exceeded.

Key Responsibilities

• Welcome and assist guests upon arrival, during their stay, and at departure.
• Build positive relationships with guests and anticipate their needs.
• Provide personalized attention to Kristall Club, VIP guests, return guests, and those celebrating special occasions.
• Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.
• Act as the primary point of contact for guest requests, inquiries, and concerns, while promoting the hotel's facilities and services, including F&B outlets, spa treatments, and concierge experiences.
• Coordinate guest preferences and special requests with relevant departments.
• Address guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up.
• Implement service recovery actions based on guest complaints.
• Maintain accurate guest profiles and preference records.
• Engage with guests regularly in the lobby to proactively identify their needs.
• Respond to guest feedback on various online review platforms and internal satisfaction channels.
• Participate in weekly operational meetings to stay informed about upcoming arrivals, VIP guests, special requests, and essential guest information.
• Ensure compliance with LQA standards at all times.
• Manage all incoming and outgoing calls in a professional, courteous, and timely manner, accurately transferring calls to the appropriate department or team member.
• Handle guest requests and inquiries, ensuring prompt follow-up and resolution.
• Take and relay messages accurately and efficiently.
• Coordinate communication between guests and hotel departments to ensure seamless service delivery.
• Provide information regarding hotel facilities, services, events, transportation, and local attractions.
• Monitor and dispatch guest requests through the hotel's communication and task management systems.
• Promote hotel services and facilities to enhance the guest experience.
• Conduct pre-arrival calls to guests to confirm arrival details, transportation arrangements, and special requests.
• Conduct pre-departure calls to in-house guests to verify departure arrangements and overall satisfaction.
• Review and follow up on the daily Due Out list, ensuring departing guests possess all necessary information regarding their transportation, billing, luggage assistance, and departure procedures.

Apply online using the form below. Please note that only applications matching the job profile will be considered.