Responsibilities

• Assist in managing the daily operations of the Guest Relations team.
• Greet and engage VIPs, long‑stay guests, and repeat visitors to ensure a personalized experience.
• Handle guest feedback and complaints efficiently, ensuring prompt resolution and follow‑up.
• Support in coordinating special requests, amenities, and celebrations (e.g., birthdays, anniversaries).
• Collaborate with Front Office, Housekeeping, F&B, and other departments to enhance guest satisfaction.
• Ensure accurate guest profile updates and usage of guest preference data.
• Monitor guest satisfaction scores and implement improvement strategies.
• Coach and mentor Guest Relations team and other Front Office staff on service standards and guest engagement.
• Maintain a strong presence in the lobby and other guest areas.
• Uphold brand standards and ensure consistent delivery of service excellence.