Guest Receiving Officer (GRO)

Description

Cosa Nostra is looking for a dedicated Guest Receiving Officer (GRO) to join our hospitality team, bringing excellent guest relations skills and front desk expertise. This role involves managing the guest check-in and check-out processes, handling reservation management, addressing guest complaints professionally, and ensuring seamless communication across all guest interactions. The ideal candidate possesses a minimum of two years experience in restaurant or customer service environments, demonstrates strong communication and interpersonal skills, and is adept at service recovery and complaint resolution. This position requires overseeing a team of 10 persons, ensuring smooth coordination and consistent high standards of guest service. As the Guest Receiving Officer, you will play a vital role in creating positive first impressions for all guests and managing VIP arrival coordination workflows. Your responsibilities include telephone and email handling, managing reservations, and efficiently resolving any service issues to uphold Cosa Nostra's reputation for outstanding customer experience. The position calls for a professional who can work collaboratively to enhance guest satisfaction, foster team engagement, and maintain organized front-of-house operations with a focus on detail and hospitality excellence.

Responsibilities

• Manage the guest check-in and check-out processes efficiently while maintaining accuracy and professionalism.
• Handle guest reservations and coordinate with various departments to ensure seamless service delivery.
• Resolve guest complaints in a courteous and effective manner, ensuring complete guest satisfaction and service recovery.
• Oversee a team of 10 staff members, providing leadership, guidance, and training to maintain high service standards.
• Coordinate VIP arrivals and special guest requests to create memorable and personalized guest experiences.
• Manage telephone and email communications promptly and professionally, addressing inquiries and providing relevant information.
• Maintain comprehensive guest records and reservation data, ensuring confidentiality and accuracy.
• Collaborate with restaurant and service teams to monitor guest feedback and continuously improve service quality.
• Implement and monitor front desk operational workflows to optimize efficiency and guest experience.
• Promote a welcoming and hospitable environment to all guests and visitors.
• Ensure adherence to company policies, safety standards, and quality service protocols at all times.
• Provide regular feedback and support to team members, encouraging professional development and teamwork.

Experience

2 Years

Apply By

Nov 22, 2026

Required Skills

• Guest Relations
• Front Desk Operations
• Guest Check-In And Check-Out
• Guest Complaint Resolution
• Reservation Management
• Guest Communication
• Telephone and email handling
• Service Recovery and Complaint Resolution
• VIP Arrival Coordination Workflow
• Team Leadership
• Customer Service
• Communication Skills

Nice to Have Skills

• Problem Solving
• Time management