Guest Relations Officer

Description

Best Western Hotel - The Pearl Group is seeking a dedicated Guest Relations Officer to enhance our guests' experience and ensure their stay is comfortable and memorable. The successful candidate will use their strong communication skills and hospitality knowledge to address guest concerns, resolve conflicts, and manage service quality. With at least one year of experience in a customer-facing role, the officer will play a vital role in maintaining the hotel’s reputation for exceptional service and guest satisfaction. This is an individual contributor position, not responsible for managing a team. The Guest Relations Officer collaborates closely with various departments to anticipate guest needs and provide timely assistance. The role demands excellent problem-solving abilities and a customer-focused attitude to effectively handle inquiries and complaints. The ideal candidate will maintain a professional demeanor and positive attitude, ensuring every guest feels valued and well cared for during their visit to the hotel.

Responsibilities

• Welcome and greet guests with a professional and friendly attitude, ensuring a positive first impression.
• Handle guest check-in and check-out procedures efficiently while providing clear information about hotel services and facilities.
• Address and resolve guest inquiries, concerns, and complaints promptly to guarantee guest satisfaction.
• Collaborate with housekeeping, front desk, and other departments to coordinate seamless guest experiences.
• Maintain clear and accurate records of guest interactions and feedback to help improve service quality.
• Provide detailed information about local attractions, dining options, and hotel amenities to enhance the guest experience.
• Monitor guest satisfaction levels and take proactive measures to exceed expectations whenever possible.
• Support the implementation of hotel policies and procedures related to guest services.
• Assist in training new frontline staff on guest relations standards and effective communication techniques.
• Ensure compliance with health, safety, and security standards while interacting with guests.

Experience

1 Year

Apply By

Oct 29, 2026

Required Skills

• Customer Service Management
• Conflict Resolution
• Communication Skills
• Hospitality Management
• Problem Solving

Nice to Have Skills

• Attention to detail
• Multitasking
• Empathy