Guest Relations Officer

The Guest Relations Officer is responsible for delivering a high standard of guest service and ensuring a positive guest experience throughout the stay. The role serves as a primary point of contact for guests, handling check-ins, guest requests, cashiering duties, and service recovery while supporting smooth Front Office operations and maintaining guest satisfaction.

Requirements

• Welcome and attend to guests in a friendly, professional, and courteous manner at all times.
• Handle guest check-in and check-out processes, including reservation verification, room assignment, and issuance of room keys.
• Respond promptly and professionally to guest enquiries, requests, feedback, and complaints to ensure guest satisfaction.
• Perform Front Office cashiering duties, including processing cash and credit card transactions in accordance with established procedures.
• Ensure all guest requests and operational issues are communicated to relevant departments for timely follow-up and resolution.
• Work closely with supervisor and team members to ensure smooth daily Front Office operations.
• Assist in ensuring sufficient manpower coverage across Front Office operational areas where required.
• Up-sell rooms and promote property facilities and services to maximise revenue opportunities.
• Support reservations-related activities including bookings, amendments, cancellations, and room status updates when required.
• Conduct site inspections to maximise revenue opportunities
• Assist in maintaining the daily operations and cleanliness of guest facilities
• Promote teamwork and maintain effective communication with internal departments to support operational efficiency and guest satisfaction.
• Perform any other ad hoc duties assigned by Management.

Qualifications

• Diploma in Hospitality Operations, or equivalent qualification preferred.
• Prior experience in Front Office, guest relations, concierge, or customer service roles is an advantage.
• Strong customer service and interpersonal skills.
• Good verbal and written communication skills.
• Pleasant, professional, and service-oriented personality.
• Ability to multitask and work effectively in a fast-paced environment.
• Good problem-solving and guest handling skills with customer-focused mindset.
• Able to perform shift work, including weekends and public holidays where required.
• Basic computer literacy and familiarity with Front Office or reservation systems preferred.

Working location will be at Stamford Place - 61 Stamford Road