Guest Relation Executive

General Responsibilities:

➢ Demonstrates pride in the workplace with a high level of commitment towards achieving

organizational objectives

➢ Consistently treats all Guests and colleagues in a polite, helpful and courteous manner

➢ Have in-depth knowledge of our product and competitors

➢ Communicate well to ensure effective shift handover

➢ Actively participate in organized meetings

➢ Interact with department and resort staff in a professional and positive manner to foster good

rapport, promote team spirit and ensure effective two-way communication

Specific Responsibilities:

➢ Provide luxury guest service experiences for clients throughout their stay

➢ Ensure guests receive an exceptional arrival experience as per the resort’s brand standards

➢ Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

➢ Coordinate luggage collection and storage

➢ Oversee check-in and check-out procedures, including reservations and financial transactions

➢ Promptly address guests’ requests, like minibar consumption, in-room dining, etc.

➢ Actively listen to and resolve guest complaints

➢ Ensure special guests, like differently-abled people, elderly, children, and VIPs, receive

personalized service

➢ Inform guests about resort facilities including dining options, activities, spa, boutique, etc.

➢ Liaise with Housekeeping and F&B staff to provide an overall comfortable guest experience

➢ To ensure maximum guest satisfaction through personal recognition and prompt cordial

attention from arrival to departure

➢ To ensure members consistently receive all benefits, repeat guests and other VIP’s receive

special recognition and service

➢ Review arrival lists to welcome guests, greet all guests personally

➢ Liaise with other departments and necessary outside contracts to ensure excellent service

delivery

➢ Oversee maintenance of efficient repeat guest history system

➢ Attending to special requests by guests

➢ Handle guest complaints and refer them as necessary, follows up on corrective action

➢ Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special

requests

➢ Provide information about amenities, area, and venues and promote services

➢ Anticipate guest needs and build rapport with guests

➢ Responsible for achieving a score of 90% in RENARD audit for Front Office operations and take

necessary action for the shortcomings for standard compliance

➢ Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages), etc.