Guest Relations Office

The GRO is the face of our hotel, providing exceptional customer service to guests throughout their stay. This role requires a dynamic individual with strong communication skills, a passion for hospitality, and the ability to multitask in a fast-paced environment. The GRO will ensure seamless check-in and check-out experiences, manage inquiries and requests from in-house guests, and act as a liaison between guests and hotel departments.

Responsibilities:

Guest Services:
- Warmly greet and welcome guests upon arrival, providing a positive first impression.
- Efficiently handle check-in and check-out procedures, ensuring accuracy and attention to detail.
- Answer inquiries from in-house guests regarding hotel amenities, local attractions, and other services.
- Fulfill guest requests promptly and professionally, exceeding their expectations.
- Address and resolve guest complaints or concerns in a timely and satisfactory manner.
Communication:
- Receive and direct all incoming calls for information, reservations, and sales inquiries.
- Communicate effectively with all hotel departments to ensure smooth coordination and guest satisfaction.
- Maintain open communication with the Operations Manager and Property Manager, providing regular updates on guest feedback and operational issues.
Check-In and Check-Out:
- Implement a unique and memorable check-in experience that leaves a lasting impression on guests.
- Curate a personalized check-out process that encourages guests to leave positive reviews and return for future stays.
- Ensure a seamless transition for departing guests, addressing any outstanding concerns or requests.
Administrative Tasks:
- Maintain accurate records of guest information, reservations, and billing details.
- Process payments and handle cash transactions with integrity and accuracy.
- Assist with reservation management, ensuring optimal occupancy and revenue generation.
- Contribute to the overall cleanliness and organization of the front desk area.