Guest Relations Officer at Musada Hotels and Luxury Suites

Job Description

• Greet and welcome guests upon arrival with a friendly and professional demeanor.
• Assist the front desk operate smoothly to ensure timely check-ins and check-outs.
• Ensure rooms are ready for guests before their arrival and check-in.
• Liaise with various departments to address guest needs and requests.
• Provide clear and concise information about hotel policies, services, and amenities to guests.
• Recommend off-site amenities which may include tourist areas to guests.
• Handle guest complaints and concerns in a timely and efficient manner.
• Maintain detailed records of guest interactions, complaints, and resolutions for reference and reporting purposes.
• Anticipate potential challenges and implement proactive measures to prevent guest dissatisfaction.
• Implement and uphold high standards of service to exceed guest expectations.

Job Requirements

• A Bachelor's Degree in Hospitality Management or another related discipline is required.
• Proven 2+ years experience in a customer service or guest relations role.
• A customer-focused person with a thorough understanding of the hospitality industry's standards.
• Excellent interpersonal and communication skills.
• Ability to remain calm and composed in high-pressure situations.
• Strong problem-solving and decision-making abilities.
• Must be computer literate.
• Familiarity with hospitality software and reservation systems may be preferred.
• Additional hospitality-related certifications or courses are a plus.