• Meets and greet all guests upon arrival and departure.
• Escorts VIP guests to their allocated room and explain the facilities and room features.
• Maintains regular contacts with the guests.
• Obtains guest feedback on their stay in the hotel. If complaints, takes immediate actions to remedy solutions.
• Records daily activities and complaints in the guest relations logbook and informs the respective department heads for immediate actions.
• Ensures that all the facilities are available to the guests.
• Greets guests upon arrival and bids farewell upon departure.
• Ensures that, whenever possible, guests receive personal recognition.
• Inspects VIP room status and amenities in good order prior to guests’ arrival.
• Maintains an active presence in the hotel lobby to greet and assist incoming guests.
• Assists and coordinates with Front Office reception to ensure consistent service.
• Handles guest complaints immediately and follows up thoroughly.
• Prepares and coordinates the distribution of guest amenities, welcome letters and fruit setups for VIPs.
• Actively listen to and resolve complaints
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients
• Keeping an eye on room inventory and monitoring the house
• Ensuring that quality and standards meet expectations on a day-to-day basis
• Handling complaints, room issues and conflicts in negotiation

• Proven work experience as a Guest Relations Officer or similar role
• Degree or Diploma in Hospitality Management, Tourism, Business Administration or relevant field
• Understanding of all hotel management best practices and relevant laws
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• Computer literacy
• A customer-oriented and professional attitude
• An outgoing personality
• Excellent organizational and time-management skills