Guest Relations Officer job description

Job brief

We seek an energetic, service-oriented, and dynamic Guest Relations Officer to join our team! The ideal candidate will have exceptional customer service skills, good problem-solving abilities, and be able to manage a large workload. The successful candidate will focus on attending to guests' queries, concerns, and complaints and put in place effective solutions to ensure complete customer satisfaction.

Responsibilities

• Liaise with the hotel manager and events coordinators to understand activities happening at the hotel and ensure sound knowledge of the number of guests in the hotel at any given time.
• Assist guests with checking in queries, room queries, or directions where required.
• Handle guests' complaints when there are any and use exceptional problem-solving skills to resolve the issues promptly.
• Approach guests to obtain feedback about their stay and the hotel in general.
• Inform guests of promotions that the hotel is running.
• Make recommendations to guests about trying the hotel's restaurant and bar facilities.
• Ensure that all guests have an enjoyable stay and defuse tension between guests where applicable.
• Provide support to the reception staff and assist with de-escalating angry or frustrated customers.
• Collaborate with management to ensure that effective feedback methods are implemented along with an effective satisfaction form or survey etc.
• Ensure the best possible customer service is offered at all times.
• Treat all guests fairly and equally.

Requirements

• High School GED or above, an associates degree in hospitality or customer relations would be an advantage or 2 years of experience in a similar role
• Excellent written and verbal communication skills
• Adept at defusing tension by using great interpersonal skills
• Good computer skills with a knowledge of Microsoft tools such as Word and Excel
• Hands-on experience of being the first point of call for guests in a busy and serviced-focused environment
• Able to effectively prioritize own workload and work well under pressure
• Excellent problem-solving abilities
• Empathetic with a good listening ear
• Good attention to detail