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

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