We are looking for a Guest Relations Officer to provide high-quality service to our hotel customers. You will address complaints and go the extra mile to make sure our guests are satisfied.

In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers.

Your goal will be to ensure our guests enjoy themselves and plan to come back to our facilities.

Responsibilities

• Review arrival lists to welcome guestsAttend to special guests (e.g. VIPs) and answer their inquiriesHelp prepare welcome folders with collateral (e.g. room service menus, area descriptions)Provide information about amenities, area and venues and promote servicesAnticipate guest needs and build rapport with customersOffer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)Address customer complaints and escalate to Guest Relations Manager when neededRecord information in the logbook dailyEnsure compliance with health and quality standards

Skills

Qualifications:

• Experience: Previous experience in guest services, customer service, or hospitality is preferred.
• Education: High school diploma or equivalent; additional certification in hospitality or customer service is a plus.
• Skills: Excellent communication, interpersonal, and problem-solving skills. Proficiency in hotel management software (e.g., Opera, HMS) is desirable.
• Languages: Fluency in English; proficiency in additional languages is a plus.
• Appearance: Well-groomed and professional appearance.

Additional Competencies:

• Exceptional customer service skills with the ability to handle sensitive guest interactions.
• Strong attention to detail and the ability to manage multiple tasks efficiently.
• Friendly, approachable, and able to handle high-stress situations with professionalism.

Benefits:

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and vacation days
• Employee discounts on accommodations and services
• Career development and growth opportunities