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Guest Relations Officer Job Description Position Overview: We are seeking a dedicated Guest Relations Officer to deliver exceptional service and enhance the guest experience at our hotel. This role involves addressing inquiries, resolving issues, and ensuring that every guest feels valued and welcomed. Key Responsibilities: Guest Engagement: Respond to guest inquiries and phone calls in a friendly, professional manner. Welcome arriving guests and attend to special requests, particularly for VIPs. Communication and Coordination: Maintain effective communication with all hotel departments to ensure seamless service delivery. Keep an updated knowledge of hotel amenities, local attractions, and services to provide accurate information to guests. Service Excellence: Anticipate guest needs and go above and beyond to exceed their expectations. Prepare welcome folders containing important information, such as room service menus and local area descriptions. Operational Duties: Maintain the guest wake-up call schedule and ensure timely delivery of calls. Oversee the efficient operation of the switchboard, ensuring prompt transfer of internal and external calls. Take and relay messages for guests and management, adhering to established standards. Record Keeping: Maintain an accurate logbook, documenting daily interactions and guest feedback. Address guest complaints effectively and escalate issues to the Guest Relations Manager when necessary. Compliance and Standards: Ensure adherence to health and quality standards in all interactions and services provided.