Guest Relation

A guest relations officer typically works in an upscale hotel or resort property. Many high-end hotels around the world employ guest relations officers and this could be a career for someone interested in living and working abroad. The role requires someone who enjoys working with people, is friendly and can handle stressful situations.


The Guest Relations Coordinator will lias with all the hotel guests to give information about hotel's facilities, activities, events, general information about the area where the hotel is located, sight-seeing site, reconfirm the flight if guest requested. Take note... if there is some complaints from guest and report to the relevant department head...etc....and etc


She must have all updates from all departments (housekeeping,F&B) which are interacted with guest. She must get preference from guest  and coordinate with other departments by mail. Give them all information what guest like or dis like.  
        The primary goal of a guest relations officer is to make guests feel welcome and keep them happy. It is also the role of the guest relations officer to promote the establishment, ensuring the guests maintain a positive image of the hotel. This position must be able to anticipate guest needs and respond to those needs in a timely and courteous fashion.


She often greet guests as they walk in the door and checks them into their rooms. For VIP guests, the guest relations officer takes extra time to show them to their room and provide them with any needed amenities. Throughout a guest's stay, it is the guest relations officer's responsibility to ensure the guest is happy with her visit. It is essential to listen to guests, hear any complaints and efficiently resolve the complaints.


This position works to ensure the guests not only have a favorable stay at the hotel, but also provides the guests with information on the city and various activities. The guest relations officer may make dinner reservations, provide hotel guests with tickets to shows or sporting events, recommend activities and assist with travel arrangements and tours.




· In addition to staff supervision and customer service, a guest relations executive is required to give her personal attention to guests designated as dignitaries by her superiors. This requires her to make personal contact with these guests at least once a day during their stay and to personally inspect their rooms on a daily basis to make sure they are well stocked and in pristine condition. She is expected to have a clear understanding of all hotel policies and procedures, including those related to hotel safety and evacuation procedures. A guest relations executive typically prepares daily, weekly and monthly reports for review by the hotel manager, general manager and other executives.


·  A hotel environment usually fluctuates between being very busy when guests are checking in and out and serene and quiet in the interim. A guest relations executive spends a good part of his work day walking through all sections of the hotel to spot possible areas of contention and prevent them from escalating. He must periodically return to his desk to complete paperwork and handle hotel correspondence. His attire is expected to be business-like and fashionable. Working hours for this position are frequently long, and typically include some nights and weekends.