Guest Relations Specialist

Guest Experience

• Welcome guests on arrival, extending a warm, personalized greeting in line with brand standards
• Coordinate VIP and repeat-guest recognition, including room amenities, welcome notes and special requests
• Conduct courtesy calls and in-person check-ins during a guest's stay to ensure satisfaction
• Anticipate guest needs and proactively offer assistance dining recommendations, local experiences, transport, etc.

Query & Complaint Resolution

• Serve as the first point of escalation for guest complaints or service lapses
• Resolve issues promptly and professionally, involving other departments (Housekeeping, F&B, Engineering) as needed
• Log all complaints, resolutions and follow-ups in the guest feedback/CRM system
• Follow up with guests post-resolution to confirm satisfaction

Coordination & Administration

• Liaise with Front Office, Housekeeping, F&B and Concierge to ensure guest requests are actioned
• Maintain accurate guest profiles, preferences and history in the PMS (Property Management System)
• Prepare daily arrival/VIP lists and briefing reports for shift handovers
• Support with guest correspondence emails, feedback forms, online review responses

Departure & Feedback

• Coordinate smooth check-outs for VIP and long-stay guests
• Collect and record guest feedback; share trends and recurring issues with management
• Support in managing the property's rating and reviews on OTA/review platforms

Preferred candidate profile

• Bachelor's degree in Hospitality Management, Hotel Management or related field (preferred)
• 13 years of experience in Guest Relations, Front Office or Guest Services in a hotel or hospitality setting
• Freshers with strong communication skills and a hospitality diploma may also be considered