Job Description

• Proficiency in English and Mandarin (Mandarin or Cantonese), with the ability to communicate effectively with Mandarin-speaking guests.
• Candidates must possess at least SPM or Diploma in Hotel and Tourism Management.
• Fresh graduate are welcome to apply.
• Proactive in collecting guest feedback and ensuring a memorable stay.
• Previous experience in guest services, customer relations, or a similar role is preferred.
• Strong interpersonal and communication skills.
• Ability to greet guests warmly and use their names when appropriate.
• Excellent written and verbal communication skills.
• A genuine passion for providing exceptional customer service.
• Ability to handle guest complaints and resolve issues professionally and promptly.
• Meticulous attention to detail to ensure accurate check-in/check-out processes and guest requests.
• Proficiency in using hotel management software and computer systems.
• Ability to adapt to different guest needs and situations.

• As a Guest Relations Officer, your role is pivotal in creating a positive guest experience from arrival to departure. You will be reported to the Front Office Manager. Your responsibilities include:
• Warmly welcoming and assisting guests upon their arrival, using their names when possible.
• Efficiently checking guests in, ensuring their room preferences and rates are accurate, and arranging for luggage delivery.
• Managing the check-out process, collecting feedback, handling late charges, and settling bills via credit card or cash transactions.
• Maintaining a balanced bank, providing currency exchange, and reconciling transactions at the end of each shift.
• Handling all guest interactions with hospitality and professionalism, addressing special requests, resolving complaints, and providing information about hotel services.
• Utilizing computer systems for check-in and check-out procedures and room assignments.
• Collaborating with colleagues and supervisors to ensure a harmonious work environment.
• Actively engaging with guests to collect feedback and preferences.
• Standing by in the lobby to fulfill a "Public Relations" role.
• Reporting to the Front Office Manager and ensuring exceptional guest satisfaction.
• Coordinating and overseeing guest relations operations.
• Playing an active role in Front Office activities.
• Striving to achieve the highest guest satisfaction by applying hotel procedures, standards, and exceptional guest relations skills.

• Service Point
• Meal provided
• Parking provided
• Annual Leave
• Medical Leave
• Birthday Leave
• Health and wellness benefits
• Career advancement opportunities
• A supportive and vibrant work environment
• 6 working days work, 1 day off. 8 hours work, 45mins break

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