Guest Relations Officer

  • TRITON GROUP PVT LTD
  • Triton hotels Maafushi Maldives
  • Jan 02, 2024
Full time Front Office Jobs Guest Relations Jobs

Job Description

Job Summary: The Guest Relations Officer is responsible for providing exceptional guest service and managing guest relations to enhance overall guest satisfaction and loyalty. The role involves effective communication, problem-solving, and attention to detail to ensure a memorable and positive guest experience.

Key Responsibilities:

  1. Guest Welcome and Check-In:

    • Greet guests upon arrival with a warm and friendly demeanor.
    • Assist with check-in procedures, ensuring a smooth and efficient process.
    • Provide information about hotel facilities, services, and local attractions.
  2. Guest Assistance:

    • Address guest inquiries, requests, and concerns promptly and professionally.
    • Provide assistance with luggage, transportation, and other guest needs.
    • Ensure guests are comfortable and have everything they need for a pleasant stay.
  3. Problem Resolution:

    • Handle guest complaints and concerns with tact and diplomacy.
    • Work closely with other departments to resolve issues promptly.
    • Take proactive measures to prevent and minimize guest dissatisfaction.
  4. Communication:

    • Maintain effective communication with guests, both in person and through other communication channels (phone, email, etc.).
    • Keep guests informed about hotel events, promotions, and services.
  5. Guest Feedback:

    • Collect and analyze guest feedback to identify areas for improvement.
    • Report guest feedback to relevant departments and management for continuous improvement.
  6. VIP Guest Handling:

    • Identify and provide special attention to VIP guests and repeat customers.
    • Coordinate special requests for VIPs to enhance their experience.
  7. Front Desk Support:

    • Assist the front desk with administrative tasks as needed.
    • Collaborate with other hotel staff to ensure a seamless guest experience.
  8. Quality Assurance:

    • Ensure adherence to quality standards and service excellence.
    • Contribute to maintaining a clean, organized, and welcoming hotel environment.

Qualifications:

  • Fluent in English, both written and verbal.
  • Proficiency in additional languages is an added bonus.
  • Strong computer skills, including knowledge of hotel management software and standard office applications.
  • Excellent discipline and professionalism in dealing with guests and colleagues.
  • Minimum one year of experience in customer service or hotel reception roles.
  • Strong interpersonal and communication skills to effectively interact with a diverse range of guests.
  • Ability to handle challenging situations with composure and problem-solving skills.
  • Familiarity with local attractions and services to assist guests effectively.
  • Detail-oriented with a focus on providing high-quality service.
  • A positive attitude and a commitment to ensuring a positive guest experience.
  • Flexibility to work various shifts, including weekends and holidays.