Job Summary:
The Guest Relations Officer is responsible for ensuring a smooth and welcoming experience for guests upon arrival and throughout their stay. This role supports the Front Office team by managing the guest relations function to enhance guest satisfaction and maintain Hyatt’s service standards.

Responsibilities:

• Greet and assist guests upon arrival, ensuring a seamless check-in process.
• Handle guest inquiries, requests, and complaints with professionalism and efficiency.
• Coordinate with other departments to ensure guest needs are met, from room preferences to special occasions.
• Assist in managing the daily operations of the Guest Relations department, ensuring smooth communication between the team and other hotel departments.
• Monitor guest satisfaction and follow up on feedback to ensure continuous service improvement.
• Support VIP guest handling and special arrangements, ensuring a personalized experience.
• Maintain updated guest profiles to provide tailored services during future visits.
• Ensure all guest-related documentation and reports are completed accurately and on time.

Requirements:

• Strong customer service and interpersonal skills.
• Ability to work under pressure in a fast-paced environment.
• Detail-oriented with excellent problem-solving abilities.
• Fluency in English; additional languages are a plus.

Level of Education:
Diploma or qualification in Hospitality or Tourism Management.

Work Hours:
Flexible schedule, including weekends and holidays.

Experience in Months:
Minimum 24 months of experience in guest relations or similar roles in a hotel setting.