Guest Relation Officer

Reports to: Front Office Manager
Job Purpose:

The Guest Relation Officer serves as the hotel’s ambassador, ensuring personalized guest experiences and helping throughout their stay. This role is responsible for greeting VIP guests, managing special requests, resolving guest issues promptly, and ensuring satisfaction by offering proactive and attentive service. The Guest Relation Officer works closely with Front Office, Housekeeping, Food & Beverage, and other departments to ensure guest needs are met and loyalty is fostered.

General Requirements:

• Report on time in full uniform and ready 10 minutes before shift start.
• Display attentiveness and professional courtesy to guests and colleagues.
• Handle uniforms, keys, and property with care.
• Obtain supervisor’s approval before taking breaks.
• Log attendance accurately upon arrival and departure.
• Communicate politely and effectively with guests and team members.
• Listen and analyze guest concerns carefully.
• Prioritize tasks and maintain high efficiency under pressure.
• Demonstrate service-oriented attitude consistently.
• Attend scheduled training and departmental meetings.
• Adhere to grooming standards and always wear name badge.
• Follow Ebreaze Hotel policies and SOPs.
• Maintain discretion and confidentiality.
• Take ownership of assigned tasks and cooperate across departments.
• Handle issues proactively and support team spirit in the workplace.

Primary Duties & Responsibilities:

• Greet and welcome VIP guests and returning visitors with personalized attention.
• Ensure that guest expectations are met and exceeded throughout their stay.
• Handle guest inquiries and provide accurate information about hotel services.
• Coordinate with Housekeeping and F&B to fulfill guest needs and preferences.
• Prepare welcome amenities for VIPs and ensure rooms are ready before arrival.
• Follow up on guest complaints or requests and ensure timely resolution.
• Maintain detailed guest preference profiles in the system.
• Assist with special arrangements (birthdays, anniversaries, etc.).
• Conduct daily guest interaction to collect feedback and ensure satisfaction.
• Monitor online reviews and respond as assigned by the manager.
• Liaise with tour operators, travel agents, or company representatives for special guest coordination.
• Promote hotel services, facilities, and loyalty programs to guests.
• Assist Front Desk in busy periods as needed.
• Escort guests upon request or during VIP arrivals/departures.
• Log and follow up all guest-related issues until closure.
• Keep Front Office Manager informed of important guest matters.
• Maintain a strong presence in the lobby and guest areas to anticipate needs.
• Conduct daily guest interviews and record feedback.

Technology Competence:

• Familiar with hotel PMS, CRM tools, guest profile management.
• Safety, Health & Security:
• Keep personal belongings and hotel property always secure.
• Maintain guest data privacy and confidentiality.
• Report unusual guest or staff behavior to the Front Office Manager.
• Handle lost and found procedures according to SOPs.
• Respond to emergencies promptly and follow safety procedures.
• Know evacuation routes and fire safety protocols.
• Maintain high standards in hygiene, posture, and professional behavior.

Knowledge of English language is required.

We offer:

• Airplane ticket
• Accomodation
• Visa
• All transfers
• Food (full board)
• Internet
• Paid leave – vacation

 CV in English language and diploma or certificate of acquired education are required for correct application.