Guest Relations Officer

HireHound Recruitment in Malta is currently looking to recruit a Guest Relations Officer to join their client's team on a full-time basis.

Overview:

The Guest Relations Officer is responsible for ensuring a positive guest experience by offering exceptional customer service, addressing guest inquiries, and resolving complaints. Acting as the hotel's ambassador, the Guest Relations Officer ensures guests feel welcome and attended to from check-in to check-out, while also managing special requests and VIP services. The role is key in maintaining the hotel's reputation for outstanding hospitality.

Key Responsibilities:

1. Guest Engagement

• Welcome and greet guests upon arrival, offering assistance with check-in and personalised services.
• Ensure all guests, especially VIPs, repeat visitors, and special event groups, receive special attention.
• Provide information on hotel amenities, services, and local attractions to enhance the guest experience.

2. Guest Services and Complaint Resolution

• Address and resolve guest inquiries, requests, and complaints promptly and effectively.
• Coordinate with various departments (housekeeping, room service, maintenance) to ensure guest requests are fulfilled.
• Follow up on any issues to ensure guest satisfaction and prevent recurring problems.

3. Special Requests and Personalisation

• Arrange special accommodations for guests, such as room upgrades, special room amenities, or personalised services.
• Assist with special occasions such as birthdays, anniversaries, and honeymoons, ensuring memorable experiences.
• Handle pre-arrival communications with guests to confirm preferences and make necessary arrangements.

4. VIP and Loyalty Guests

• Manage the needs of VIP guests and loyalty program members, offering personalised attention and amenities.
• Keep track of guest profiles and preferences to ensure a seamless and tailored experience for repeat visitors.
• Ensure VIP guests receive special welcome packages and that their stay exceeds expectations.

5. Feedback and Guest Satisfaction

• Collect and analyse guest feedback through surveys, social media, and in-person interactions.
• Proactively seek opportunities to enhance guest satisfaction by identifying areas for improvement.
• Report guest complaints, compliments, and feedback to management and suggest improvements.

6. Coordination with Other Departments

• Work closely with the front office, housekeeping, food and beverage, and other departments to ensure smooth guest services.
• Assist with guest check-ins and check-outs during peak times or special events.
• Coordinate transportation, restaurant bookings, and other concierge services upon guest requests.

7. Administrative Duties

• Maintain accurate guest records and profiles in the property management system.
• Handle guest correspondence, such as emails, phone calls, and reservation confirmations.
• Prepare daily and weekly guest relations reports for management review.

Qualifications:

• Bachelor’s degree in hospitality, tourism, or related field preferred, but not required.
• Previous experience in guest relations, customer service, or hospitality roles preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills, with the ability to build rapport with guests.
• Proficiency in hotel management software.
• Problem-solving and conflict resolution skills.
• Strong attention to detail and organisational abilities.