Guest Relations Officer Job Description

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Guest Relation Officer Job Description


Job Title: Guest Relations Officer




The Guest Relations Officer is responsible for ensuring that guests have a pleasant and memorable stay at the hotel or resort. The officer must be courteous, professional, and knowledgeable about the hotel's facilities and services. They must also have excellent communication and problem-solving skills.


Key Responsibilities:


- Welcoming guests and providing them with information about the hotel's facilities and services

- Assisting guests with check-in and check-out procedures

- Handling guest complaints and resolving them in a timely and professional manner

- Responding to guest inquiries and providing accurate information

- Coordinating guest requests with other hotel departments such as housekeeping, maintenance, and food and beverage

- Maintaining a high level of knowledge about local attractions, events, and restaurants in order to make recommendations to guests

- Ensuring that guest rooms and public areas are clean and presentable at all times

- Promoting the hotel's amenities and services to guests

- Maintaining accurate and up-to-date guest records and ensuring that guest privacy is maintained at all times

- Assisting with special requests and arranging services such as transportation, tours, and reservations

- Conducting follow-up calls to ensure guest satisfaction

- Handling cash and credit card transactions accurately and efficiently




- High school diploma or equivalent

- Excellent communication and interpersonal skills

- Customer service experience in a hospitality or service industry environment

- Knowledge of basic computer operations

- Ability to work a flexible schedule, including weekends and holidays

- Ability to stand and walk for extended periods of time

- Must be able to lift and carry up to 50 pounds


Preferred Qualifications:


- Associate's or Bachelor's degree in hospitality management or related field

- Previous experience working in a luxury hotel or resort environment

- Knowledge of additional languages




The Guest Relations Officer will report to the Front Office Manager or General Manager.