Job Summary
The Guest Relationship Executive is responsible for delivering exceptional guest experiences by ensuring personalized service, handling guest inquiries, managing feedback, and building strong relationships with guests. The role focuses on guest satisfaction, loyalty, and brand representation.
Key Responsibilities
- Welcome guests warmly and ensure a positive first impression
- Maintain strong relationships with guests throughout their visit
- Handle guest inquiries, requests, and special requirements promptly
- Address guest complaints professionally and ensure quick resolution
- Coordinate with front office, housekeeping, F&B, and other departments to ensure seamless service
- Collect and analyze guest feedback to improve service quality
- Maintain guest records, preferences, and interaction history
- Support VIP guest handling and special occasions
- Ensure adherence to company SOPs and service standards
- Assist in upselling services and promoting ongoing offers when applicable
Skills & Competencies
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict-resolution abilities
- Customer-focused mindset with attention to detail
- Ability to multitask in a fast-paced environment
- Professional appearance and demeanor
- Basic computer knowledge (MS Office / CRM systems)
Qualifications & Experience
- Graduate or Diploma in Hospitality, Hotel Management, or related field (preferred)
- 13 years of experience in guest relations, front office, or customer service
- Experience in hospitality, hotels, restaurants, or luxury services is an advantage
