Guest Relation Officer
Job Description
Key Responsibilities
- Personalized Guest Experience: To provide personalized and exceptional experience for each guest. Go the extra mile to understand guests’ preferences, anticipate their needs, and ensure a tailored experience, creating a lasting impression.
- Problem Resolution and Complaint Management: To handle escalated guest issues, complaints, and challenging situations and to address and resolve conflicts, find suitable solutions, and ensure guest satisfaction. Act as mediators and problem-solvers, working closely with other departments to deliver prompt resolutions.
- VIP and Special Guest Services: Take charge of catering to VIPs, high-profile guests, and those with special requests or requirements, arrange personalized services, with a high level of professionalism, discretion, and attention to detail.
- Relationship Building and Loyalty Programs: Actively promote loyalty programs, offer exclusive benefits, and collect feedback to enhance future experiences, thus increasing guest satisfaction and fostering brand loyalty. Play a crucial role in fostering guest loyalty and building long-term relationships. Engage with guests on a deeper level, developing rapport, and ensuring their needs are met consistently.
- Event Planning and Coordination: Assist in planning and coordinating special events, conferences, and meetings. Work closely with event organizers, clients, and various departments to ensure seamless execution.
- Any relevant ad-hoc duties and/or relevant special projects may be assigned by the Management.
