Guest Relations Executive

Position Summary

The Guest Relations Executive is responsible for delivering personalized guest experiences through warm welcomes, proactive assistance, and prompt resolution of guest needs. The role acts as the hotel’s ambassador, ensuring high levels of guest satisfaction throughout the guest journey.

Key Responsibilities

Guest Engagement & Service Excellence

• Welcome guests on arrival and assist with check -in, escorting, and room orientation.
  

• Maintain a visible lobby presence and proactively assist guests.
  

• Identify VIP, VVIP, and repeat guests and ensure personalized attention
  

• Handle guest queries, requests, and complaints professionally
  

Check -in / Check -out Support

• Coordinate with Front Desk for smooth arrivals and departures
  

• Verify and action guest preferences, upgrades, early check -ins, and late check -outs.
  

• Support speedy check -outs for VIP and special -service guests
  

Coordination & Communication

• Liaise with Housekeeping, F&B, Concierge, Engineering, and other departments
  

• Update PMS notes with guest preferences and feedback
  

• Follow up on guest issues until resolution
  

Guest Feedback & Lobby Management

• Collect and document guest feedback and service recovery actions
  

• Maintain lobby ambiance, cleanliness, and presentation standards
  

• Assist with group arrivals, events, and delegations
  

Administration & Reporting

• Prepare daily reports on VIP movements, complaints, and special requests
  

• Coordinate guest amenities, welcome cards, and letters
  

• Support training and grooming standards for lobby teams
  

Requirements

Requirements

Qualifications & Experience

• Diploma or Degree in Hotel Management or Hospitality
  

• 1–3 years of experience in Front Office or Guest Relations
  

• Strong communication skills with excellent command of English
  

• Familiarity with PMS systems such as Opera, IDS, or cloud -based platforms