Guest Relations Executive

VIPs, loyalty members, and special attention guests

Responsibilities

1. Proactive Guest Management:

   Manage the entire journey for designated guests (VIPs, special occasions) from pre-arrival (checking preferences and coordinating amenities) through personalized check-out.

2. Service Recovery:

   Act as the primary point of contact for all

   escalated guest complaints and complex service issues

   . Resolve problems swiftly and effectively, executing successful

   service recovery

   and ensuring guest satisfaction.

3. Communication & Liaison:

   Maintain strong, proactive communication with all operational departments (Front Office, Housekeeping, F&B) to ensure seamless fulfillment of guest requests and preferences.

4. Feedback Management:

   Monitor and analyze guest feedback channels (online reviews, internal surveys), reporting trends to management and assisting in implementing corrective action plans.

5. Amenities & Programs:

   Oversee the proper presentation and delivery of welcome amenities, ensure timely recognition of loyalty members, and maintain accurate records of guest history and preferences.

6. Administrative Support:

   Assist with preparing welcome letters, compiling daily reports on guest arrivals, departures, and preferences, and managing the allocation of complimentary services.