HOTELIER LIFE

Guest relations are responsible for greeting & welcoming the guest in a friendly and professional manner when they arrive, escorting the guest to the room. They are accountable for addressing and escalating guest complaints, providing guest information about hotel facilities, programs, and other services, and doing show rounds.

They should be excellent communicators with strong and positive approaches and need to stay calm during difficult situations. They should be reliable and customer-oriented. A successful Guest Relation Officer has to finish all the numerous tasks to accomplish all pertinent job expectations.

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From greeting and checking-in have to make sure the daily comfort of guests, a Guest Relation Officer maintains a continuing presence at the front desk or lobby of a hotel and is accessible to handle all customer questions and concerns. A Guest Relation Officer needs to coordinate on a regular basis with the receptionist for a smooth check-in procedure.

It is generally up to a Guest Relation Officer to assist establishments and build strong customer service programs. Guest Relation Officers have to work more often closely with higher management to make it customer service online, like through surveys and questionnaires and assist to configure programs that will properly address the expectations of guests to avoid potential issues in the future.

Guest Relation Officers go through and spend most of the time interacting with the guests, it is very crucial that they need to have good interpersonal skills, listening skills, and strong communication skills. They must even be aggressive problem-solvers and have the power to manage crises successfully. Above-average organizational and time management skills are critical for Guest Relation Officers. Being detail-oriented and possessing the power to figure closely in teams also contribute to the success of this position. Additionally to those important abilities, potential employers might seek maintenance planners with subsequent skills.

Need to address guests in a civilized manner, politely, promptly, and deal punctually with their requests, complaints, and queries. Need to have the proper update of all in house and arrival VIP and VVIP guest movements, completing pre-registration formalities. Checking and updating the preferences of the arrival guest. Pile up the guest feedback forms and perform any viable and essential service recovery steps.

We will discuss step by step duties and responsibilities guest relation officer:

• Have to welcome the guests when arrives at hotel and need to give a memorbale fond farewell to the guest during check-out
• Evaluate arrival lists to welcome and greet guests
• Supervise any VIP guest arrival and departure
• Address to VIP or VVIP and answer their queries
• Acknowledge rapidly, well-organized, and efficiently to guest concerns helping them during the check-in procedure.
• Identify details regarding amenities and other pertinent information for arriving guests
• Make ready greeting or welcome folders with collateral
• Produce information regarding amenities, upgrade service, venues, and local area
• Anticipating the guest needs and demand, building good relationships with them
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
• Maintaining and documenting all the information in the logbook on a daily basis
• Shield compliance as per the health and quality standards
• Analogize and multitasking task in the busy period
• Should have detailed statistics of the hotel
• Should have a proper update about arrivals and requirement of rooms
• Need to have a proper update of daily occupancy report
• Giving top quality service to the guest as per hotel SOP.
• Helping guest with the information local area town attraction and activities
• If any VIP arrival, prior need to complete the registration procedure
• Taking care of guest complaints and concerns in a systematic, well organized, and timely manner.
• Maintaining the detailed information of room rates, offers, current promotions, upgrade, and packages
• Documenting all the guest folios in a systematic way and keeping necessary updates of guest likes and dislikes to the relevant fields on the profile.
• Need to have good coordination with housekeeping department for clearing arrivals rooms
• Need to assist and help reception by collecting guest feedback during check-out
• Maintaining the guest lockers for safe custody
• Need to handover proper update to the next shift
• Ability to handle and take care of all guests needs and expectation without unfairness, partiality, favoritism, and preconception
• Following the rules and regulation of the hotel in a proper manner
• Should have good communication and listening skills and must have fluency in the English language both written and oral
• Should have good management skills and proper attention to detail
• Must have a confident and positive approach as well as  pleasant personality which is crucial
• Must be flexible for all the shifts – morning, afternoon, evenings and if required night shift also
• Professional appearance, well dressed, properly groomed and well presented
• Pleasant, ardent, passionate, self-motivated and able to work without any pressure
• Obedient, sharped eye, alert, detail-oriented and perceptive
• Capability to understand convey and take out oral and written order and seek clarification when required
• Should have a strong interpersonal, communication listening and organizational quality
• Make sure to provide unmarked, exclusive, professional, flawless and top quality guest service experiences
• Surveying guest feedback and giving planned direction to continuously enhance overall ranking
• Layout upscale guest service experiences for the guest during their stay
• Politely addressing the guest’s requests i.e. room service or housekeeping service.
• Actively attending the guest complaint and resolving in an efficient manner
• Have to make sure all the elderly, children, disabled or handicapped guest, and VIPs, are given personalized services
• Coordinating and managing proper convey and communication between guests and staff
• Coordinate with housekeeping team and in-room dining team for providing excellent service for a comfortable guest experience
• Surveying customer feedback from hotel guestbook, online reviews and finding out ways to improve the overall ranking
  Suggesting guest local tourist spots, helping them with a good place to dine, sight-seeing and shopping
• Maintaining good relationships with the hotel regular guest
• When required need to execute basic cashier task
• Need to make sure that all the arrivals and departure are taken care and handled smoothly without any delay, hindrance or confusion
• Must have good knowledge of guest service, always be focused and have to be a good team player
• Must have good capability to correlate, show sympathy and maintain good relations between the hotel guests and colleagues