Job Summary
The Guest Relations Officer (GRO) is responsible for providing outstanding customer service and ensuring a positive and welcoming experience for all guests.
The GRO acts as the primary point of contact for guests, resolving issues, responding to inquiries, and offering information about services, amenities, and local attractions.
Key Responsibilities
Welcome guests warmly upon arrival and ensure they feel valued and cared for.
Handle guest check-ins and check-outs professionally and efficiently.
Maintain a strong presence in the lobby and guest areas to proactively assist guests.
Respond to guest inquiries, requests, and complaints promptly and effectively.
Coordinate with other departments (housekeeping, room service, maintenance) to meet guest needs.
Arrange special services such as transportation, restaurant reservations, or event tickets.
Promote hotel services and facilities, upselling where appropriate.
Record guest preferences and feedback to enhance future visits.
Handle VIP guests with discretion and provide personalized service.
Ensure guest satisfaction and follow up on any unresolved issues.
Maintain knowledge of hotel policies, services, pricing, and local area attractions.
Qualifications and Skills
Bachelor’s Degree in Hospitality Management, Business Administration, or a related field (preferred).
Previous experience in customer service or hospitality (1–2 years minimum preferred).
Excellent communication and interpersonal skills.
Friendly, professional demeanour and strong problem-solving abilities.
Ability to handle stressful situations with poise and diplomacy.
Fluency in English; additional languages are a plus.
Proficiency in hotel management software (e.g., Opera, etc) and Microsoft Office Suite.
Flexible schedule including weekends, holidays, and evenings.
Application Closing Date
10th June, 2025.
How to Apply
Interested and qualified candidates should send their CV and Photograph HERE using the Job Title as the subject of the email.
