Guest Relation Officer Job Description Template

What is a Guest Relation Officer?

Guest Relation Officers are responsible for ensuring guest satisfaction, addressing guest inquiries, managing guest complaints, and coordinating with other departments to meet guest needs. They must possess excellent communication skills and a friendly demeanor.

A bachelor's degree in hospitality management or a related field is often required. Previous experience in customer service or hospitality is also beneficial.

Guest Relation Officer Job Description Template

Job Brief

We are looking for a Guest Relations Officer to provide high-quality service to our hotel customers. You will address complaints and go the extra mile to make sure our guests are satisfied.

In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers.

Your goal will be to ensure our guests enjoy themselves and plan to come back to our facilities.

Responsibilities

Review arrival lists to welcome guests
Attend to special guests (e.g. VIPs) and answer their inquiries
Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)
Provide information about amenities, area and venues and promote services
Anticipate guest needs and build rapport with customers
Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
Address customer complaints and escalate to Guest Relations Manager when needed
Record information in the logbook daily
Ensure compliance with health and quality standards