Kerja Sepenuh Masa, Guest Relations Officer di Aurum Royal - Maukerja

We are seeking a Guest Relations Officer to join our hospitality team in the Central Region on a full-time basis. In this pivotal role, you will be the primary point of contact for our guests, ensuring exceptional service delivery and creating memorable experiences that reflect our commitment to excellence. As a Guest Relations Officer, you will be responsible for managing guest inquiries, resolving concerns, and maintaining the highest standards of customer satisfaction. This position is essential to our operations, as you will act as a bridge between our guests and various departments, ensuring seamless communication and prompt resolution of any issues that may arise during their stay or visit.

Key responsibilities

• Greeting guests upon arrival and departure, providing a warm welcome and professional service
• Responding to guest inquiries and requests in a timely and courteous manner, whether in person, via telephone, or through electronic communication
• Managing and resolving guest complaints and concerns with empathy and efficiency, escalating complex issues to management when necessary
• Coordinating with housekeeping, maintenance, food and beverage, and other departments to address guest needs and ensure satisfaction
• Providing information about hotel facilities, local attractions, dining options, and services available to guests
• Processing special requests and arranging additional services such as restaurant reservations, transportation, or activity bookings
• Maintaining accurate records of guest interactions and feedback in the property management system
• Conducting regular property walkthroughs to identify and communicate maintenance or cleanliness issues
• Participating in team meetings and contributing to continuous improvement initiatives
• Upholding company policies and procedures whilst promoting a positive work environment

What we're looking for

• Previous experience in a guest-facing role within the hospitality industry, preferably in a hotel or resort environment
• Excellent communication skills, with the ability to listen actively and respond appropriately to diverse guest needs
• Strong problem-solving abilities and a customer-centric mindset with a commitment to exceeding expectations
• Proficiency in using property management systems and basic computer skills including Microsoft Office applications
• Ability to remain calm and professional under pressure, particularly when handling difficult situations or high-volume inquiries
• Multilingual abilities are highly desirable and would enhance your suitability for this role
• A flexible approach to working hours, including potential weekend and evening shifts as required by the business
• Professional appearance and demeanour with a genuine passion for delivering outstanding hospitality
• Team player mentality with the ability to work collaboratively across departments
• Relevant hospitality qualifications or certifications such as customer service training or hotel operations courses are advantageous

Pay: $2,000.00 - $3,000.00 per month

Benefits:

• Food allowance
• Food provided

Work Location: In person