Receptionist / Front Office Executive

Duties & Responsibilities of a Guest Relations Executive (Hotel)A Guest Relations Executive (GRE) is responsible for ensuring every guest has a pleasant, comfortable, and memorable stay by delivering exceptional customer service and promptly addressing guest needs and concerns.

• 1. Guest Reception & WelcomeWelcome guests warmly upon arrival.
• Assist with check-in and check-out procedures when required.
• Escort VIP guests to their rooms.
• Explain hotel facilities, services, and amenities.
• 2. Guest ServiceBuild positive relationships with guests throughout their stay.
• Respond promptly to guest inquiries and requests.
• Arrange special services such as airport transfers, sightseeing, restaurant reservations, and celebrations.
• Ensure guests receive personalized service.
• 3. Complaint HandlingListen carefully to guest complaints and resolve them professionally.
• Coordinate with relevant departments for quick resolution.
• Follow up with guests to ensure satisfaction.
• Escalate unresolved issues to the Front Office Manager or Duty Manager.
• 4. VIP Guest ManagementIdentify and monitor VIP arrivals.
• Coordinate room preparation and welcome amenities.
• Ensure special requests are fulfilled before arrival.
• Maintain personalized guest profiles for repeat visitors.
• 5. Coordination with DepartmentsWork closely with Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and Reservations.
• Communicate guest preferences and special requests.
• Ensure seamless service delivery across departments.
• 6. Guest FeedbackCollect guest feedback during and after the stay.
• Encourage online reviews and ratings.
• Record guest suggestions for service improvement.
• Report recurring issues to management.
• 7. Reservation & Information SupportProvide information on room categories, tariffs, and hotel packages.
• Assist guests with reservations and modifications when required.
• Offer local tourism information and transportation assistance.
• 8. Special Events & CelebrationsCoordinate arrangements for birthdays, anniversaries, honeymoons, and other special occasions.
• Ensure decorations, cakes, flowers, and amenities are arranged as requested.
• 9. Administrative ResponsibilitiesMaintain accurate guest records.
• Prepare daily guest reports and VIP arrival lists.
• Document guest complaints, compliments, and service recovery actions.
• Update guest preferences in the hotel management system.
• 10. Safety & SecurityFollow hotel safety and emergency procedures.
• Protect guest privacy and confidentiality.
• Report suspicious activities or security concerns immediately.
• Key Skills RequiredExcellent communication and interpersonal skills.
• Strong customer service orientation.
• Problem-solving and conflict-resolution abilities.
• Professional appearance and positive attitude.
• Ability to work under pressure.
• Good organizational and multitasking skills.
• Knowledge of hotel operations and reservation systems.
• Fluency in English; additional languages are an advantage.
• Key Performance Indicators (KPIs)Guest satisfaction scores.
• Number of positive guest reviews.
• Complaint resolution time.
• Repeat guest satisfaction and loyalty.
• Accuracy in guest records and coordination.
• Professionalism and adherence to hotel standards.