Guest Relations Officer

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Ensure all members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service.
• Meet and greet VIP guests personally.
• Liaise closely with Concierge, Butler, and Raffles Inc for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check into the system if necessary.
• Maintain close contact with Airport Concierge for new arrivals and departures.
• Update and maintain repeat guest history system.
• Promote Inter-Hotel sales and in-house facilities.
• Send prepared welcome cards and amenities to rooms prior to guest arrival.
• Attend to special requests by guests.
• Handle guest complaints and refer them as necessary, following up on corrective action.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Prepare requisitions for amenities on a timely basis.
• Participate in regular meetings for all Guest Relations team members, Butlers, and Raffles Inc staff to facilitate communications and smooth operations.
• Adhere to OH&S policies and procedures.
• Perform related duties and special projects assigned.

Qualifications

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English.
• Able to develop rapport with colleagues and management staff.
• Ability to work cohesively with co-workers as part of a multi-cultural team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with guests and patrons.
• Able to exercise good judgment with difficult guests.

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management.