Guest Relations Officer

Roles & Responsibilities

The Guest Relations Officer is responsible for delivering a high standard of guest service and ensuring a positive guest experience throughout the stay. The role serves as a primary point of contact for guests, handling check-ins, guest requests, cashiering duties, and service recovery while supporting smooth Front Office operations and maintaining guest satisfaction.

Requirements

• Welcome and attend to guests in a friendly, professional, and courteous manner at all times.
• Handle guest check-in and check-out processes, including reservation verification, room assignment, and issuance of room keys.
• Respond promptly and professionally to guest enquiries, requests, feedback, and complaints to ensure guest satisfaction.
• Perform Front Office cashiering duties, including processing cash and credit card transactions in accordance with established procedures.
• Ensure all guest requests and operational issues are communicated to relevant departments for timely follow-up and resolution.
• Work closely with supervisor and team members to ensure smooth daily Front Office operations.
• Assist in ensuring sufficient manpower coverage across Front Office operational areas where required.
• Up-sell rooms and promote property facilities and services to maximise revenue opportunities.
• Support reservations-related activities including bookings, amendments, cancellations, and room status updates when required.
• Conduct site inspections to maximise revenue opportunities
• Assist in maintaining the daily operations and cleanliness of guest facilities
• Promote teamwork and maintain effective communication with internal departments to support operational efficiency and guest satisfaction.
• Perform any other ad hoc duties assigned by Management.

Qualifications

• Diploma in Hospitality Operations, or equivalent qualification preferred.
• Prior experience in Front Office, guest relations, concierge, or customer service roles is an advantage.
• Strong customer service and interpersonal skills.
• Good verbal and written communication skills.
• Pleasant, professional, and service-oriented personality.
• Ability to multitask and work effectively in a fast-paced environment.
• Good problem-solving and guest handling skills with customer-focused mindset.
• Able to perform shift work, including weekends and public holidays where required.
• Basic computer literacy and familiarity with Front Office or reservation systems preferred.

Working location will be at Stamford Place - 61 Stamford Road

Tell employers what skills you have

Teamwork
Professionalism
Client Relations
Interpersonal Skills
Guest Relations
Customer Facing Roles
Front Office Operations
Handle Guest Complaints
Customer Service
Able To Work Independently
Hospitality
Guest Service Management