Guest Relations Executive
Job Title: Guest Relations Executive
Department: Front Office / Guest Services
Reports To: Front Office Manager / Guest Relations Manager
Job Summary: The Guest Relations Executive is a highly visible and brand-defining role dedicated to providing an unparalleled level of personalized service to hotel guests. Acting as the primary point of contact for VIPs and all guests requiring special attention, this individual is empowered to anticipate needs, resolve issues, and create memorable experiences that foster loyalty and enhance the hotel's reputation.
Key Responsibilities:
1. Personalized Guest Interaction & Welcoming:
- Greet VIP guests upon arrival, facilitate a seamless check-in/check-out process, often in the guest's room or a private lounge.
- Proactively interact with guests throughout their stay, using their name and remembering preferences to build rapport.
- Act as the hotel's "concierge extraordinaire," making complex arrangements for dining, transportation, tours, and special events.
2. Problem Resolution & Service Recovery:
- Act as the ultimate escalation point for guest complaints and complex issues that cannot be resolved at the initial point of contact.
- Investigate issues thoroughly, demonstrate empathy, and implement effective and fair solutions promptly.
- Empowered to offer appropriate service recovery amenities (e.g., complimentary meals, room upgrades, amenities) to restore guest confidence.
3. Anticipation & Exceeding Expectations:
- Review arrival reports in advance to identify VIPs, repeat guests, and those celebrating special occasions.
- Prepare personalized welcome amenities and ensure room assignments meet pre-arranged preferences.
- Anticipate guest needs by observing behavior and patterns, going above and beyond to deliver surprise and delight moments.
4. Communication & Inter-Departmental Liaison:
- Serve as the central communication link for guest needs between all departments (Front Office, Housekeeping, F&B, Sales, etc.).
- Conduct regular room checks for VIP arrivals and long-staying guests to ensure all standards are met.
- Gather and record detailed guest preference information in the hotel's database to personalize future stays.
5. Feedback & Reporting:
- Solicit guest feedback during their stay through conversation and follow-up.
- Analyze guest comments and trends to provide constructive feedback to management for continuous improvement of services and amenities.
- Prepare daily reports on VIP movements, guest incidents, and notable interactions for management.
Qualifications & Skills:
- Bachelor’s degree in Hotel Management, Hospitality, or a related field is preferred.
- Minimum of 2-3 years of experience in a front-facing, guest-centric role within a luxury hotel (e.g., Front Office, Concierge).
- Impeccable personal presentation, professional demeanor, and excellent command of the English language (additional languages are a significant advantage).
- Exceptional interpersonal skills, with the ability to build instant rapport with a diverse clientele.
- Superior problem-solving, decision-making, and conflict-resolution skills.
- High level of emotional intelligence, patience, and diplomacy.
- Proactive, resourceful, and able to take initiative without direct supervision.
- Excellent organizational skills and the ability to handle multiple tasks simultaneously.
- Proficiency in hotel property management systems (e.g., Opera).
- Ability to work a flexible schedule, including weekends and holidays.
