Guest Relations Officer

Responsibilities:
• Provide prompt, courteous and efficient service to all guests, so as to achieve a high level of customer satisfaction.
• Actively elicit guest feedback and preferences, regarding resort services and ensure action is initiated on the same to maximize guest satisfaction.
• Ensure sufficient stocking of welcome beverage, refresh towels and special departure expressions are maintained.
• Always conduct himself/herself in such a manner so as to encourage all fellow team members to do likewise.
• Ensure a member of management is in attendance of all arrivals and departures.
• Responsible for implementing and maintaining the sanctity of the Guest Service Questionnaire daily as per standard operating procedure.
• Ensure that established levels of guest service are maintained at all times within the reception area.
• Closely liaise with Guest Services Centre in ensuring all follow ups are done in a timely manner.
• Actively participate in selling excursions and coordinating recreation, spa and Food & Beverage.
• Prepare all information collaterals for guests and related departments as per the policy and standards.
• Keep superior promptly and fully informed of all problems or unusual matters of significance.
• Provide complete assistance to guests on arrival and departure (check in and check out).
• Coordinate transportation for guests in collaboration with the Concierge, Bell Captain and Bell Men including buggy and car transfers.
• Assist guest in resort activity enquiries/requests.
• Ensure that all fellow team members follow Safety rules and operating procedures.
• Ensure guest errands are executed as directed.