Guest Relations Officer

About the role

The Guest Relations Officer ensures every guest enjoys a personalized and memorable stay. Acting as the main liaison between guests and hotel departments, you will deliver high‑quality service from arrival through departure, fostering loyalty and satisfaction.

Key responsibilities

• Welcome guests with a warm, professional demeanor and manage check‑in/check‑out processes.
• Handle guest requests, concerns, and complaints promptly, coordinating with relevant departments to resolve issues.
• Identify VIP and repeat guests, arrange special amenities, and ensure appropriate recognition of special occasions.
• Maintain accurate guest profiles in the OPERA system and log daily courtesy calls.
• Promote hotel facilities, services, and special offers to enhance the guest experience.
• Support the Front Office team during peak periods and ensure compliance with brand standards and hotel policies.

Required profile

• Excellent communication and interpersonal skills with a strong service orientation.
• Professional attitude, ethical conduct, and ability to work collaboratively with multiple departments.
• Attention to detail and ability to manage multiple guest interactions simultaneously.

Required skills

• Proficiency with the OPERA property management system.