Guest Relations Executive

Job Summary: The Guest Relations Executive is the face of the organisation, responsible for delivering exceptional customer service and ensuring guests have a memorable experience. This role requires excellent communication skills, a warm and professional demeanour, and the ability to handle guest concerns or requests with efficiency and tact. Key Responsibilities: Greet and welcome guests warmly upon arrival and ensure a smooth check-in/check-out process Act as the main point of contact for guests throughout their stay, addressing queries, requests, and concerns promptly Maintain a strong presence in the lobby or guest service areas to assist proactively Coordinate with internal departments (housekeeping, F&B, concierge, reservations) to ensure guest needs are met Maintain updated records of guest preferences and special occasions to offer personalised experiences Handle complaints or service recovery professionally, ensuring guest satisfaction Assist in managing VIP guests and organising special services like room upgrades, amenities, or celebrations Promote hotel services, facilities, and loyalty programmes Maintain confidentiality of guest information at all times Ensure accurate billing and guest documentation Collect feedback and work with management to improve service quality Requirements: Bachelor’s degree in Hospitality, Hotel Management, or related field preferred 1–3 years of experience in guest services or front office roles (freshers with strong interpersonal skills may be considered) Excellent communication and interpersonal skills Fluency in English (additional languages is a plus) Professional appearance and a customer-oriented attitude Ability to work in shifts, including weekends and holidays Familiarity with property management systems (e.g. Opera, IDS, Cloudbeds) is advantageous