Guest Relations Associate
Wright Park Hotel seeks a Guest Relations Associate
Overview:
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.
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.
Skills Required:
Exceptional Interpersonal & Communication Skills
Conflict Resolution & Service Recovery
Cross-Departmental Coordination
Lobby Crowd Management & Flow Control
Inclusive & Accessible Assistance
Attention to Detail & Preference Tracking
Front Office Relief & Support
Good to have skills
Property Management System (PMS) Familiarity
Multilingual Communication
Local Concierge Knowledge
Data Analysis & Feedback Management
Conflict Resolution & Service Recovery
Cross-Departmental Coordination
Lobby Crowd Management & Flow Control
Inclusive & Accessible Assistance
Attention to Detail & Preference Tracking
Front Office Relief & Support
Good to have skills
Property Management System (PMS) Familiarity
Multilingual Communication
Local Concierge Knowledge
Data Analysis & Feedback Management
Educational Requirements:
• Bachelor’s degree in Hospitality Management, Tourism, and any related field.
• At least 1 year of experience in hospitality, front office, customer service, or guest relations.
• Experience in handling guest concerns / request, VIP guests, and special request is an advantage.
• Proven customer service experience, preferably in hotels or service – oriented roles.
• Excellent communication skills (verbal and written).
• Strong interpersonal skills and a guest – first attitude.
• Ability to handle stressful situations calmly and professionally.
• Proficiency in using hotel systems and basic computer applications.
• Flexible with schedules, including weekends and holidays.
• Must be courteous, reliable, and able to work in a fast – paced environment
• At least 1 year of experience in hospitality, front office, customer service, or guest relations.
• Experience in handling guest concerns / request, VIP guests, and special request is an advantage.
• Proven customer service experience, preferably in hotels or service – oriented roles.
• Excellent communication skills (verbal and written).
• Strong interpersonal skills and a guest – first attitude.
• Ability to handle stressful situations calmly and professionally.
• Proficiency in using hotel systems and basic computer applications.
• Flexible with schedules, including weekends and holidays.
• Must be courteous, reliable, and able to work in a fast – paced environment
How to Apply:
https://hris.peoplehum.com/ehire/jobs/d83c0ea7-0295-4b14-ae38-2cb3297068a1