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Major Group
5
Service and Sales Workers
Sub-Major Group
51
Personal Services Workers
Minor Group
516
Other Personal Services Workers
Minor Unit Group
MASCO Code
5169-01
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Guest Relations Officer manages and enhances the overall experience of guests within hospitality, recreation or entertainment establishments. They welcome guests, provide information on facilities and services, manage reservations where required, and respond to enquiries and complaints to ensure satisfaction. The role involves coordinating with relevant departments to deliver consistent, personalised service and to support customer retention and service quality improvement.
Tasks
Greet, welcome, and assist guests upon arrival in a professional and courteous manner.
Manage reservations, seating arrangements, and guest flow to ensure smooth daily operations.
Provide accurate information on facilities, services, programmes, and amenities.
Handle guest enquiries, feedback, and complaints, escalating issues where necessary.
Promote in-house services and provide information on relevant local attractions to guests.
Coordinate with housekeeping, service staff, and other departments to fulfil guest requests.
Maintain guest records, including preferences and special requirements.
Ensure VIP and priority guests receive attentive and personalised service.
Maintain cleanliness, organisation, and administrative tasks at reception or guest service areas.
Skills
Basic
Active listening and clear verbal communication to understand and respond to guest needs.
Basic computer literacy for handling guest information and routine administrative tasks.
Excellent communication and interpersonal skills to engage effectively with guests.
Problem-solving and time management skills to handle multiple tasks efficiently.
Strong customer service orientation with attention to guest preferences and requests.
Specific
Knowledge in applying conflict management techniques in guest interactions.
Knowledge in coordinating with housekeeping, service staff, and other departments.
Knowledge in delivering personalised guest service, including VIP handling.
Knowledge in handling and resolving guest complaints and feedback.
Knowledge in managing guest requests and providing support for special arrangements.
Knowledge of hotel or facility services, amenities, and local attractions.
Knowledge of maintaining confidentiality of guest information.
Proficiency in maintaining accurate guest records and updating preferences.
Proficiency in using reservation and hotel management systems.
Additional Info
QUALIFICATION
Certificate or equivalent
Related Courses
MASCO
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