A Guest Relations Officer (GRO) is responsible for ensuring guests receive excellent service and enjoy a comfortable, memorable stay. The GRO acts as a link between guests and hotel departments, handling guest requests, concerns, and special arrangements.
Key Responsibilities
· Welcome and greet guests upon arrival especially VIP and repeat guests.
· Ensure smooth check-in and check-out procedures.
· Assist guests with inquiries, requests, and hotel information.
· Handle guest complaints professionally and ensure prompt resolution.
· Coordinate with Housekeeping, Front Office, Food & Beverage, and other departments to meet guest needs.
· Arrange special amenities and services for VIP guests and special occasions.
· Maintain guest records, preferences, and feedback.
· Conduct follow-up calls or visits to ensure guest satisfaction.
· Promote hotel facilities, services, and special offers.
· Maintain a professional appearance and uphold hotel se...