Guest Relations Officer

RC HOTELS (PTE.) LTD.; Penarth; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading hotel chain in Wales is seeking a Guest Relations Officer to assist guests with check-in, resolve inquiries, and maximize room revenue through upselling. The role requires a minimum ‘O’ Level education, excellent computer skills, and strong interpersonal abilities. Candidates should be presentable, adaptable to diverse cultures, and have a knack for leadership within a team. If you excel in customer service and enjoy dynamic environments, this position offers a vibrant work atmosphere and the opportunity to enhance guest experiences.

Qualifications

• Minimum 'O' Level education.
• Well versed in computer usage, especially Windows and Word.
• Presentable and possess leadership qualities.

Responsibilities

• Assist guests with check-in and checkout procedures.
• Handle guest mails and feedback.
• Maximize room revenue by upselling rates.
• Supervise front office areas.

Skills

Customer service

Interpersonal skills

Teamwork

Leadership quality

Adaptability

Education

Minimum ‘O’ Level education

Tools

Computer Knowledge (Windows, Internet Explorer, Word)

Opera system

Job description

Guest Relations Officer

Summary of Responsibilities

The main responsibilities and tasks of this position are as listed below, but not limited to these:

• Assist guests with check in and checkout, and other cashiering duties
• Efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions
• Handle guests’ mails, messages, and answering phone calls
• Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
• Provide guidance and assistance to Guest Relations Assistant
• Meet, greet and provide rooming for VIP guests
• Attend daily briefings and relevant departmental and interdepartmental meetings
• Ensure the safety, security and loss control policies and procedures are compiled with at the front desk and back office area
• Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager
• Comply with hotel and department policies and procedures at all times
• Ensure vigilance in regard to in-house credit matters and act upon any discrepancies
• Provide assistance and supervision of the Front Office areas such as Front Desk, Airline Desk, Groups, Rooms Controlling and Lobby Greeters

Qualifications

• Minimum ‘O’ Level education
• Computer Knowledge, i.e. well versed with windows, internet explorer and word, either POS or PMS system
• Knowledge of Opera will be an advantage
• Presentable, well groomed with leadership quality
• Interpersonal skills to deal with guests and colleagues issues
• Able to work in a team, i.e. caring about other team members and open towards other nationalities
• Adaptable to multicultural guest needs, works with diverse cultures
• Good interpersonal and communication skills