Guest Relations Officer

G3 Hospitality Ltd in Malta is currently looking to recruit a Guest Relations Officer to join their team on a full-time basis.

Overview:
Reporting to the Front Office Manager, this position's primary responsibility is that of ensuring the efficient day-to-day running of the Hotel operations within the Rooms Division, through good customer care practices and excellent communication skills.

Profile Overview:
The Guest Relations Office is primarily responsible for the daily activities of the Guest Relations Department including the adherence of the full SOPs set, with the aim of meeting and exceeding organizational goals.

The schedule is based on a roster schedule and may include late evening shifts.

Areas of Responsibility:

• To provide and excel in customer care, provide accurate information to all guests and promote the Hotel’s services and products
• Ensure guests have a positive experience by addressing any concerns, needs or requests promptly and effectively
• Interacts positively with the rest of the department heads and liaises directly with the line manager
• The efficient standard Guest Relations procedures and their execution by the Team, such as Check-in/out, Telephone & Email operations and promotion of the Hotel’s services and products
• Maintains a confident and mature approach, while practicing tact and diplomacy
• Performs other related duties, tasks and responsibilities as determined by both the line manager and organisational needs, while providing an environment of openness and trust, with constant feedback and performance coaching
• Maintains product and service quality standards, by conducting on-going evaluations and investigating complaints
• Assists in motivating the Team in applying excellent standards of customer care and acting professional at all times, while identifies requirements for training
• Any tasks commensurate with the role.