Guest Relations Associate

Wright Park Hotel; Baguio; On-site; PHP 268,000 - 357,000; Full time

Job summary

Wright Park Hotel is seeking a Guest Relations Associate to warmly welcome guests and provide personalized assistance throughout their stay. You will coordinate with Front Office, Housekeeping, and other departments to fulfill guest needs and ensure memorable experiences.

Responsibilities include handling inquiries and complaints, conducting VIP room checks, promoting hotel services, monitoring feedback, and upholding the brand's service standards while ensuring smooth lobby operations,

Responsibilities

• Warmly welcome guests upon arrival and provide personalized assistance throughout their stay.
• Handle guest inquiries, concerns, and complaints in a courteous and efficient manner.
• Coordinate with Front Office, Housekeeping, and other departments to fulfill guest needs and special requests.
• Conduct room inspections for VIP and special – arrangement guests.
• Maintain accurate records of guest preferences, requests, and service recovery actions.
• Assist in preparing guest amenities, welcome letters, and special setups.
• Follow up on guest concerns to ensure resolution and satisfaction.
• Promote hotel services, facilities, and events to enhance the guest experience.
• Monitor guest feedback through reviews, surveys, and direct conversations.
• Ensure all guest interactions align with hotel’s service standards and brand values.
• To manage crowd flow in the lobby during peak check-in and check-out times.
• Ensures smooth assistance for Seniors and PWD guests.
• Reduce workload on Front Office Team.
• And other responsibilities as deemed necessary by the management to achieve efficiency and effectiveness, thereby ensuring customer delight at all times.

Job description

As Guest Relations Associate for Wright Park Hotel, you are responsible for:

1. Warmly welcome guests upon arrival and provide personalized assistance throughout their stay.

2. Handle guest inquiries, concerns, and complaints in a courteous and efficient manner.

3. Coordinate with Front Office, Housekeeping, and other departments to fulfill guest needs and special requests.

4. Conduct room inspections for VIP and special – arrangement guests.

5. Maintain accurate records of guest preferences, requests, and service recovery actions.

6. Assist in preparing guest amenities, welcome letters, and special setups.

7. Follow up on guest concerns to ensure resolution and satisfaction.

8. Promote hotel services, facilities, and events to enhance the guest experience.

9. Monitor guest feedback through reviews, surveys, and direct conversations.

10. Ensure all guest interactions align with hotel’s service standards and brand values.

11. To manage crowd flow in the lobby during peak check-in and check-out times.

12. Ensures smooth assistance for Seniors and PWD guests.

13. Reduce workload on Front Office Team.

14. And other responsibilities as deemed necessary by the management to achieve efficiency and effectiveness, thereby ensuring customer delight at all times.