Guest Relations Officer

About the role

The Guest Relations Officer ensures every guest enjoys a personalized, memorable stay by delivering high‑quality service throughout the guest journey. Working within the Front Office team, you will be the primary point of contact for guests, handling inquiries, requests and any issues that arise.

Key responsibilities

• Welcome guests on arrival with a warm, professional demeanor.
• Assist with check‑in, check‑out and general hotel inquiries.
• Handle guest requests, concerns and complaints promptly, ensuring effective resolution.
• Coordinate with housekeeping, room service, concierge and other departments to guarantee seamless experiences.
• Conduct daily guest engagement activities and follow up on feedback.
• Identify VIP and repeat guests, arranging special treatments for occasions.
• Maintain accurate guest profiles in the OPERA system.
• Promote hotel facilities, services and special offers.
• Monitor satisfaction levels and contribute to service‑quality improvements.
• Support the Front Office during peak periods and ensure compliance with brand standards.

Required profile

• Professional attitude with strong ethics and respect for guests and colleagues.
• Excellent communication and interpersonal skills.
• Ability to remain calm and solution‑focused under pressure.
• Attention to detail and a proactive approach to guest satisfaction.

Required skills

• Proficiency with the OPERA property management system.

What we offer

• Opportunities for career growth within a global hospitality group.
• Supportive, inclusive work environment.
• Access to exclusive employee benefits and recognition programs.