Guest Relations Officer

Guest Relations Officer (Front Desk / Lounge)

Summary of Responsibilities:

The main responsibilities and tasks of this position include, but are not limited to, the following:

• Assist guests with check-in, check-out, and other cashiering duties.

• Provide a warm welcome upon arrival, handle registration, and issue room keys according to standards.

• Ensure guest satisfaction by assisting with requests, handling feedback, and providing accurate information and suggestions.

• Manage guests’ mail, messages, and phone calls promptly and courteously.

• Maximize room revenue through effective up-selling and securing the highest possible rates for walk-in guests.

• Support and guide Guest Relations Assistants to ensure smooth Front Office operations.

• Maintain the cleanliness and professional appearance of the Front Desk and related areas.

• Ensure compliance with hotel policies, guest privacy, safety, and security procedures at all times.

• Adhere to Credit Card Privacy (PCI) and Cash Float SOP standards.

• Perform any related duties or special projects as assigned by the Front Office leadership team.

Qualifications:

• Minimum GCE ‘A’ Level or equivalent; University degree preferred.

• Minimum 1 years of hotel Front Office experience.

• Computer knowledge and Knowledge of Opera, POS or PMS systems

• Able to read, write, and speak English fluently.

• Good interpersonal and communication skills.

• Able to work under pressure and independently.

• Able to work in a team and adapt to multicultural guest needs.