Guest Relation Executive

Position Overview

The Guest Relations Executive is responsible for delivering exceptional customer service by ensuring a warm welcome, prompt assistance, and personalized attention to all guests. This role involves coordinating with various departments, addressing guest concerns, and enhancing overall guest satisfaction.

Key Responsibilities

• Greet guests warmly and ensure a smooth check-in and check-out process.
• Act as the main point of contact for guest inquiries, requests, and feedback.
• Handle guest complaints professionally and ensure timely resolution.
• Maintain accurate records of guest information, preferences, and service history.
• Coordinate with housekeeping, food & beverage, front office, and other departments to fulfill guest needs.
• Assist in the preparation and execution of guest engagements, events, and VIP arrivals.
• Promote hotel services, facilities, and special offers to enhance guest experience.
• Monitor guest satisfaction levels through surveys and direct feedback.
• Maintain lobby appearance and ensure a welcoming environment.
• Follow company service standards, protocols, and hospitality guidelines.

Required Skills & Qualifications

• Bachelor’s degree in Hospitality Management or related field (preferred).
• Proven experience in guest services, front office, or customer service roles.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Professional appearance, positive attitude, and customer-oriented mindset.
• Ability to multitask and work in a fast-paced environment.
• Familiarity with hotel PMS software , Opera is an advantage.
• Fluency in English; additional languages are a plus.

Key Competencies

• Customer service excellence
• Relationship management
• Attention to detail
• Time management
• Team collaboration
• Empathy and patience

Job Types: Full-time, Permanent