Guest Relations Officer

Job Responsibilities

Guest Interaction & Service

• Welcome guests warmly upon arrival and assist with check-in/check-out procedures.
• Provide information about hotel facilities, services, local attractions, and transportation.
• Maintain a high level of professionalism and courtesy in all guest interactions.
• Anticipate guest needs and respond promptly to their requests.

Issue Resolution

• Handle guest complaints and feedback professionally while ensuring quick resolution.
• Coordinate with housekeeping, F&B, front office, and management to resolve issues.
• Follow up with guests to ensure satisfaction after resolving concerns.

Guest Experience Management

• Conduct room inspections prior to guest arrival for VIPs or special reservations.
• Prepare welcome amenities, personalized greetings, and special arrangements.
• Assist in planning guest events, celebrations, or special occasions.
• Maintain guest profiles and update preferences for future visits.

Communication & Coordination

• Maintain communication with internal departments to ensure seamless guest service.
• Record guest interactions and feedback in the property management system (PMS).
• Prepare daily/weekly guest satisfaction reports for management review.

Qualifications & Skills Education & Experience

• Bachelor’s degree or diploma in Hospitality Management or related field (preferred).
• Previous experience in customer service or hospitality (1–3 years ideal).
• Experience with hotel PMS systems (e.g., Opera, Fidelio) is an advantage.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Customer-focused mindset with attention to detail.
• Ability to multitask, stay calm under pressure, and work in a fast-paced environment.
• Fluent in English; additional languages are a plus.

Key Competencies

• Professional appearance and attitude
• Empathy and active listening
• Patience and diplomacy
• Teamwork and collaboration
• Time management and organization

Working Conditions

• Front-office and guest-facing environment
• May include standing for long periods

Job Types: Full-time, Permanent, Fresher

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Provident Fund

Work Location: In person