Guest Relations Hostess/Host

Job Description

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service
• Meet and greet VIP guests personally and liaise closely with Concierge for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations
• Prepare compendiums prior to guest arrival and check-in system entries as necessary
• Maintain close contact with Concierge for new arrivals and departures
• Update and maintain repeat guest history system with accurate and detailed information
• Promote inter-hotel sales and in-house facilities to enhance guest experience and revenue opportunities
• Send prepared welcome cards and amenities to guest rooms prior to arrival
• Attend to special requests by guests with professionalism and efficiency
• Handle guest complaints and refer them as necessary, ensuring follow-up on corrective actions and guest satisfaction resolution
• Review arrival lists for all arrivals and VIPs to verify room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis to support seamless guest experiences
• Participate in regular meetings with Guest Relations team members and Butlers staff to facilitate communications and ensure smooth operations
• Collect and document guest feedback to identify service improvement opportunities and share insights with management
• Train and mentor junior Guest Relations staff on service standards, systems, and best practices
• Coordinate with multiple departments including Housekeeping, Food & Beverage, and Facilities to ensure exceptional service delivery
• Adhere to all Occupational Health & Safety policies and procedures
• Perform related duties and special projects as assigned by management

Qualifications

• Minimum 2 years of Guest Relations experience preferably in a four or five-star hotel
• Excellent verbal and written communication skills in English; multilingual abilities are highly preferred
• Proven experience in guest relations, hospitality, or customer-facing roles
• Strong interpersonal skills with the ability to build rapport quickly with diverse guests
• Exceptional organizational and time management abilities
• Proficiency with hospitality management systems and basic computer applications
• Outstanding problem-solving and conflict resolution skills
• Professional appearance and demeanor with strong etiquette standards
• Ability to multitask and prioritize effectively in a fast-paced environment
• Flexibility to work various shifts, including evenings and weekends as required
• Ability to remain calm and professional under pressure

Additional Information