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Guest Relation Officer

Job title: Guest Relations Officer

Location: [Company location]

Reports to: [Guest Relations Manager or Front Office Manager]

Employment type: [Full-time]

Job summary:

We're looking for a Guest Relations Officer to welcome guests and make their stay memorable at [hotel or resort name]. The right person is warm and polished, handles requests and complaints well, and builds loyalty with returning and VIP guests.

Guest relations officers shape how guests feel about the property. Personal attention and fast problem-solving improve review scores, repeat stays, and loyalty.

Key responsibilities:

  • Welcome arriving guests, with extra attention for VIP, loyalty, and returning guests.
  • Help with check-in and check-out and explain hotel services and amenities.
  • Handle guest requests, from restaurant bookings to transport and special occasions.
  • Resolve complaints quickly and follow up to make sure guests are satisfied.
  • Prepare VIP amenities and room setups with housekeeping and food and beverage teams.
  • Record guest preferences and feedback in [Oracle OPERA Cloud or the PMS].
  • Respond to online reviews and guest messages on [the messaging or review platform].
  • Promote hotel outlets, packages, and loyalty program sign-ups.
  • Make courtesy calls and check on guests during their stay.
  • Share guest feedback with department heads to improve service.
Qualifications:
  • [X]+ years of experience in hotel front office, guest relations, or customer service.
  • Experience with a hotel property management system (PMS).
  • Excellent spoken and written English.
  • Polished, professional presentation.
  • Availability for shifts, weekends, and holidays.
Skills:
  • Guest service.
  • Complaint handling.
  • Clear, warm communication.
  • Attention to detail.
  • Teamwork across departments.
  • Composure under pressure.
Nice to have:
  • Diploma or degree in Hospitality Management.
  • Fluency in [language].
  • Experience in a luxury or five-star hotel.
Benefits:
  • [Health, dental, and vision insurance, or private medical cover]
  • [Retirement plan, such as a 401(k), pension, or superannuation]
  • [Paid time off and holidays]
  • [Discounted stays at group hotels]
  • [Meals on duty]
  • [Salary range]

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