Guest Relations Officer

The Guest Relations Officer is responsible for creating memorable guest experiences by providing personalized service, ensuring guest satisfaction, and acting as the main point of contact throughout the stay. The role focuses on VIP handling, complaint resolution, and guest engagement.

Key Responsibilities:

Guest Engagement & Service

• Welcome guests warmly upon arrival and assist with check-in procedures when needed.

• Ensure VIP, long-stay, and special request guests receive personalized attention and amenities.

• Maintain continuous contact with guests to anticipate needs and enhance their stay.

• Handle guest complaints and requests professionally, ensuring timely follow-up and resolution.

• Conduct courtesy calls and follow-up calls to ensure guest satisfaction.

Lobby & Brand Experience

• Maintain a strong presence in the lobby to greet guests and provide assistance.

• Promote hotel services, facilities, and special offers.

• Ensure the lobby, reception, and public areas remain clean, organized, and welcoming.

Coordination & Communication

• Coordinate with Front Office, Housekeeping, F&B, Engineering, and other departments to meet guest needs.

• Prepare VIP reports, amenities lists, and special request logs.

• Communicate guest preferences, feedback, and issues to relevant teams.

Administrative & Operational Support

• Maintain accurate guest profiles and update preferences in the PMS.

• Assist with room inspections prior to VIP arrivals.

• Support the Front Office team during peak times.

• Monitor and manage guest feedback through surveys, reviews, and digital platforms.

Qualifications & Skills:

• Previous hotel experience, preferably in Front Office or Guest Relations.

• Excellent communication and interpersonal skills.

• Customer-focused with a warm and professional demeanor.

• Strong problem-solving abilities and ability to remain calm under pressure.

• Knowledge of PMS systems such as Opera/Cloud is an advantage.

• Fluency in English; additional languages (Arabic, Russian, German, etc.) are a plus.

• Well-groomed appearance with strong presentation skills.