Guest Relation Executive

Job Summary:

The Guest Relations Executive is responsible for providing excellent customer service and ensuring guests have a pleasant and memorable experience. The role involves welcoming guests, handling enquiries and complaints, coordinating with various departments, and maintaining high standards of hospitality.

• Key ResponsibilitiesWelcome and greet guests warmly and professionally.
• Assist guests with reservations, seating, check-in/check-out, and general enquiries, depending on the property.
• Understand guest preferences and provide personalized service.
• Handle guest complaints, requests, and feedback promptly and courteously.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Kitchen, and other departments to resolve guest issues.
• Follow up with guests to ensure their concerns have been resolved.
• Provide information about hotel facilities, restaurant menus, services, and local attractions.
• Handle VIP guests and special occasions or requests.
• Maintain accurate guest records and preferences.
• Encourage guest feedback and communicate important feedback to management.
• Assist in promoting hotel/restaurant services and special offers.
• Ensure proper guest service standards, grooming, and professional etiquette are maintained.
• Support the team during busy periods, events, and special functions.
• Maintain a positive and professional relationship with guests throughout their visit.
• Skills & QualificationsDiploma or Bachelor’s degree in Hotel Management, Hospitality, Tourism, or a related field.
• Previous experience in a hotel, restaurant, resort, or customer-service environment is preferred.
• Excellent communication and interpersonal skills.
• Good command of English; knowledge of additional languages is an advantage.
• Pleasant personality and professional grooming.
• Strong customer-service and problem-solving skills.
• Ability to handle difficult situations calmly and professionally.
• Ability to work in shifts, including weekends and holidays.
• Good teamwork and coordination skills.
• Key Performance AreasGuest satisfaction
• Complaint resolution
• Service quality
• Guest feedback and reviews
• VIP and special-guest handling
• Customer retention
• Coordination with operational departments
• Professionalism and grooming