Guest Relations Hostess/Host

Job Description • 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