Guest Relations Executive

About the role

The Guest Relations Executive is the primary point of contact for VIP and long‑stay guests, ensuring every interaction creates a memorable experience. Working closely with hotel departments, you will coordinate guest needs, handle feedback, and uphold the highest standards of service.

Key responsibilities

• Welcome and direct guests in the lobby, providing a warm first impression.
• Serve as the main liaison for VIP guests, briefing all relevant departments on their preferences.
• Assist long‑stay guests (14+ days) with personalized support and information.
• Collect verbal feedback regularly and respond promptly to guest inquiries.
• Record, manage, and resolve guest complaints efficiently.
• Maintain exceptional service levels in the reception, lobby, and executive lounge.
• Promote hotel facilities, identify up‑selling opportunities, and suggest seasonal lobby décor enhancements.
• Collaborate with the Executive Lounge Manager to reward loyal guests within budget.
• Attend reception and executive lounge meetings, ensuring clear communication across all areas.
• Comply with security, fire, health, and safety regulations and support other departments as needed.

Required profile

• Strong listening skills and ability to address demanding guest needs.
• Excellent leadership, interpersonal, and communication abilities.
• Accountable, resilient, and able to work under pressure.
• Flexibility to adapt to varied situations and a commitment to high‑level customer service.

Required skills

What we offer

• Opportunity to work with a leading global hospitality brand.
• Dynamic, guest‑focused environment with career development potential.