Guest Relations/Reservation Officer at Domeo Resources International (DRI)

Main Function    

• The Guest Relations / Reservations Officer ensures exceptional guest experiences by managing personalised guest interactions and handling reservation processes with precision and luxury service standards. This role is responsible for welcoming VIP guests, managing pre-arrival communication, coordinating special requests, and ensuring accurate reservation handling to optimise occupancy and guest satisfaction.    

Role Responsibilities    

Guest Relations

• Welcome guests warmly upon arrival, ensuring a personalised and seamless experience.
• Manage VIP arrivals, in-room check-ins, special amenities, and personalised service touches.
• Handle guest concerns proactively, ensuring efficient resolution and positive service recovery.
• Maintain ongoing communication with guests throughout their stay to anticipate needs.

Reservations Responsibilities

• Manage daily reservations via phone, email, online channels, and travel partners.
• Ensure accuracy in room bookings, rate codes, payment details, and guest profiles in PMS.
• Provide guests with information on room types, packages, promotions, and hotel facilities.
• Coordinate pre-arrival arrangements, including transport, special occasions, and room preferences.

Communication & Coordination

• Liaise with front desk, housekeeping, F&B, and concierge to deliver personalised guest experiences.
• Ensure all special requests and VIP details are communicated and executed flawlessly.
• Collaborate with sales and revenue teams regarding group bookings and corporate clients.

Administration & Reporting

• Maintain accurate reservation records, daily arrival lists, and guest preference logs.
• Prepare reports on occupancy, booking trends, and guest feedback when required.
• Update guest history and preference profiles to support personalised future stays.

Lobby & Guest Experience Support

• Assist with guest check-ins, check-outs, and lobby presence during peak periods.
• Ensure the guest relations desk and lobby area remain elegant, organised, and welcoming.

Brand Standards, Grooming & Compliance

• Uphold luxury service standards, grooming expectations, and etiquette at all times.
• Maintain guest confidentiality and comply with data privacy regulations.
• Follow hotel safety, health, and emergency procedures.

Qualifications and Requirements    

Education and Certifications

• Degree in Hospitality, Tourism, Business Administration, or related field.
• Additional certifications in customer service or reservations management are an advantage.

Experience

• Minimum of 2–3 years\' experience in guest relations or reservations roles within hospitality.
• Experience in a luxury hotel is highly preferred.
• Familiarity with reservation platforms, OTA systems, and hotel PMS.

Skills    

• Guest-Centric Service
• Exceptional communication, interpersonal, and relationship-building skills.
• Strong ability to personalise guest experiences and anticipate needs.
• Technical & Reservations Competence
• Proficiency in hotel PMS, channel managers, and booking systems.
• Strong accuracy and attention to detail in reservations processing.
• Professionalism & Problem-Solving
• Calm, polished, and solution-oriented demeanour.
• Strong decision-making skills and ability to handle guest concerns discreetly.
• Organisational & Coordination Skills
• Ability to manage multiple tasks simultaneously in a fast-paced luxury environment.
• Excellent planning, follow-up, and administrative skills.