Guest Relations Officer

As a Guest Relations Officer, you will serve on the Front Office Team, which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Relations Team Member truly influences the first impressions of our Guests.

DUTIES AND RESPONSIBILITIES:

• To ensure materials is in place for Reservation, arrivals, in house stay, request, and departure
• To organize non-English speaking guest’s reservation, arrivals, requests, in house stay, and departures.
• To follow up on non-English speaking guests’ issues.
• To ensure all guest requests are handled quickly and effectively
• Check registration cards to ensure that all details necessary have been recorded.
• Update all existing and new guests’ history files as and when new information arrives.
• Monitor Guest comments cards and compile and distribute monthly guest comments.
• Perform analysis of guests’ comments for management monthly.
• Compile and effect mailing lists when required by hotel.
• Prepare and send all compliments letters in reply to guests who have filled in the comment cards.
• Keep any records required for back up and future reference.
• Use communication tools in place to record in a diary or a trace book all pertinent events, which concern the guest during his/her stay at the hotel, i.e. Birthday, wedding, anniversary, wedding etc., and inform all the relevant departments for subsequent action. As advised by Guest Relation supervisor.
• To participate in all Weddings / Honeymoons reservation information passed to the front desk and other relevant departments and ensure all rooms are assigned two days in advance to guest arrival.
• To organize on a weekly basis the invitation for the Management cocktail.
• To keep up to date the Hotel golden book by asking High Profile guests to sign it.
• To look after the guest history by maintaining a system that keeps a record of preferences, comments and special needs.

 Candidate Requirements :

• Graduate/Diploma in Hotel Management
• At Least 2 - 3 years of experience as a Front Office Agent/ Guest Relations Officer.
• A passion for delivering exceptional levels of Guest service
• Fluency in German/ French/Russian/Italian Language is a plus
• Effective communication skills and pleasant personality are a must
• Possession of superior interactive skills is essential
• Knowledge of Opera
• Possession of basic computer operating skills – MS Office/Excel is desirable
•  Previous experience in the tourism industry would be an advantage