Guest Relation Officer

Roles and responsibilities

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key Roles & Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
• Meet and greet VIP guests personally
• Liaise closely with Concierge, Front office & FB Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior guest arrival and check-into system if necessary
• Maintain close contact with Airport Concierge for new arrivals and departures
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Send prepared welcome cards and amenities to room prior to guest arrival
• Attend to special requests by guests
• Handle guest complaints and refer them as necessary, follow up on corrective action
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Participate in regular meetings for all Guest Relations team members, Housekeeping - F&B -Front office to facilitate communications and smooth operation
• Performs related duties and special projects assigned

Desired candidate profile

Strong written and verbal communication skills in Russian & English
Able to develop rapport with colleagues and management staff
Ability to work cohesively with co-workers as part of a multi-cultural team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with guests and patrons
Able to exercise good judgment with difficult guests
Communication Skills: Excellent verbal and written communication skills; ability to communicate effectively with diverse guests.
Interpersonal Skills: Strong ability to build rapport with guests and handle their inquiries or concerns with professionalism and empathy.
Problem-Solving: Ability to think quickly and resolve guest issues efficiently and effectively.
Attention to Detail: Meticulous in handling guest requests, preferences, and feedback to enhance their experience.
Personal Attributes:
Customer-Centric Attitude: Passionate about providing exceptional service and creating memorable experiences for guests.
Adaptability: Comfortable working in a fast-paced environment and handling changing situations or demands.
Professionalism: Maintains a polished appearance and demeanor, representing the establishment positively.