Job Description

We are looking for a Guest Relations Executive to provide high-quality service to our hotel customers. You will address complaints and go the extra mile to make sure our guests are satisfied. In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers. Your goal will be to ensure our guests enjoy themselves and plan to come back to our facilities.

• Answer phones in a prompt and courteous manner
• Welcome guests in a friendly, prompt, and professional manner
• Register guests, issue room keys, provide information on hotel services and room location
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Work closely with the Duty Managers (DM)/Guest Relations Executive (GRE) to ensure daily operations in Front Office are run smoothly
• Ensure all the areas in Front Office are covered by sufficient manpower at all times
• Assist to oversee and train all Front Office associates to ensure consistency of service rendered to all guest
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
• Issue, control, and release guest safe-deposit boxes
• Up-sell rooms where possible to maximize hotel revenue
• Respond appropriately to guest complaints
• Make appropriate service recovery gestures to ensure total guest satisfaction
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes
• Promote teamwork and quality service through daily communications and coordination with other departments
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc

Key Qualification

• NITEC in Hospitality Operations Diploma or any formal education
• Proven experience as concierge, experience in customer service or relevant role is an advantage
• Excellent communication skills
• Polite and confident with a great deal of patience
• Ability in multitasking and time-management
• Aptitude in resolving issues with a customer-focused orientation