Guest Relations Officer

RM 1,500 - RM 2,300 / Per Mon

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Guest Reception & Service

Greet and welcome guests with a warm, friendly attitude.

Assist guests by directing guest to Reception Counter for check-in and check-out procedures to be handled by Front Desk Associate efficiently.

Provide information about hotel amenities, services, and local attractions.

Offer personalized recommendations based on guest preferences.

Address guest inquiries and concerns promptly, ensuring a high level of satisfaction.

Ensure the lobby area remains tidy, organized, and welcoming at all times.

Guest Assistance

Assist with luggage handling by directing Bell Team to assist guest (e.g., delivering luggage to rooms, storing luggage).

Escort guests to their rooms if necessary, especially for guest with VIP Booking Status.

Ensure all guest needs are met, including arranging transportation, reservations, or special requests.

Manage guest requests such as wake-up calls, directions, or booking activities.

Communication

Collaborate with other departments to meet guest requests and resolve issues.

Provide clear communication to guests regarding hotel policies, check-out times, or charges.

Keep guests informed about any on going hotel events or promotions

Lobby Management

Maintain cleanliness and orderliness in the lobby, including seating areas, front desk, and entrances.

Monitor the lobby for any guest safety or security concerns.

Ensure that the front desk staff is informed of guest arrivals and departures.

Customer Relations

Build rapport with guests to ensure their comfort and satisfaction.

Recognize repeat guests and offer personalized greetings.

Handle complaints or issues with empathy, professionalism, and discretion.

Proactively engage with guests to enhance their overall experience.

Administrative Support

Maintain knowledge of hotel reservation systems and processes.

Assist with basic administrative tasks, such as logging guest information or managing incoming messages.

Perform other related duties as assigned by the Rooms Division Manager or other hotel leadership.

Qualifications:

Previous customer service or hospitality experience preferred, particularly in a hotel or front-facing role.
Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to interact effectively with guests and staff.
Ability to work in a fast-paced environment while maintaining attention to detail.
Basic computer skills (experience with hotel management software is a plus).
Knowledge of local attractions and services is beneficial.
Must be able to work flexible hours, including evenings, weekends, and holidays.
Physical Requirements
Ability to stand for long periods.
Ability to move around the lobby area quickly to attend to guests’ needs.
Personal Characteristics
Professional, approachable, and friendly characteristic.
Strong problem-solving abilities.
Highly organized with the ability to multitask effectively.