Job Description

Guest Experience & Service Excellence
Ensure a warm, professional, and personalized welcome for all guests, including VIPs, repeat guests, and loyalty members. Anticipate guest needs and proactively resolve concerns to exceed expectations. Handle guest complaints efficiently, ensuring quick resolution and follow-up. Maintain strong guest relations throughout the guest journey--from arrival to departure.
Front Office & Operations
Support front office operations during peak hours, including check-in and check-out when required. Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest service. Monitor room allocations, special requests, and amenities for VIP and long-stay guests. Ensure brand standards and SOPs are consistently followed.
Team Supervision & Training
Assist in supervising Guest Relations / Front Office Associates. Provide on-the-job training and coaching to enhance service quality and guest engagement. Act as a role model for service behavior and professionalism.
Guest Feedback & Reputation Management
Monitor guest feedback, online reviews, and internal guest satisfaction reports. Take corrective actions based on feedback to improve service quality. Maintain guest history and preferences to enhance personalization.
Administration & Reporting
Prepare daily guest relation reports, VIP lists, and incident logs. Maintain accurate records of guest interactions and service recovery actions.
Qualifications & Skills Education & Experience
Graduate or Diploma in Hotel Management or Hospitality Management preferred. Minimum 2-4 years of experience in Front Office or Guest Relations in a reputed hotel (brand hotel experience preferred).
Skills & Competencies
Excellent communication and interpersonal skills. Strong problem-solving and conflict-resolution abilities. Guest-focused mindset with attention to detail. Ability to lead and motivate a team. Proficient in hotel PMS (Opera preferred) and basic computer skills. Well-groomed with a professional and approachable demeanor.

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