Guest Relations Officer

Company Description:

Hopup is the ultimate spot for entertaining activities and gaming. Experience joy in chaos with the license to madness.

The Guest Relations Officer (GRO) is the face of the gaming zone — responsible for welcoming guests, ensuring excellent customer service, resolving issues, and enhancing the overall guest experience. The role involves maintaining a fun, safe, and positive environment for all visitors.

• Greet and welcome guests warmly upon arrival.
• Explain games, packages, offers, and membership details to customers.
• Assist guests with card recharges, ticket redemptions, and game-related queries.
• Handle guest feedback, complaints, or issues promptly and professionally.
• Maintain a clean and organized front desk and lobby area.
• Coordinate with the cashier, floor attendants, and game operators to ensure smooth operations.
• Promote ongoing offers, events, and group packages.
• Keep track of guest preferences and build positive customer relationships.
• Support in organizing birthday parties or group events.
• Follow company policies, grooming standards, and safety protocols.

Skills & Qualifications:

• Excellent communication and interpersonal skills.
• Friendly, energetic, and customer-focused attitude.
• Ability to handle pressure and multitask in a busy environment.
• Basic computer knowledge (POS, MS Office, etc.).
• Prior experience in hospitality, entertainment, or customer service preferred.