1. JOB DESCRIPTION
Position : Guest Relation Officer
Department : Front Office Department
Reports to : Assistant Front office Manager / Head Concierge
SUMMARY / SPECIFICATION OF POSITION
- Responsible for meeting and assisting all our guests upon their arrivals, during their stay and
departures from the hotel.
- Assists hotel guests efficiently, courteously and professionally.
DUTIES & RESPONSIBILITIES
• Meets and greet all guests upon arrival and departure.
• Escorts VIP guests to their allocated room and explain the facilities and room features.
• Maintains regular contacts with the guests.
• Obtains guest feedback on their stay in the hotel. If complaints, takes immediate actions to remedy
solutions.
• Records daily activities and complaints in the guest relations logbook and informs the respective
department heads for immediate actions.
• Assists all guests utilizing the Executive Lounge.
• Works closely with the Food and Beverages team specially Room Service Team and Executive
Lounge Team.
• Promote all our outlets and any special promotions going on. Especially promote ZURI Restaurant
for all Half Board guests .
• Be thoroughly familiar with the hotel procedures and policy concerning reservations, room’s
assignments, room charges and credit facilities.
• Attends to all the secretarial needs of guests after the opening hours of the business Centre.
• Ensures that all the facilities are available to the guests.
• Greets guests upon arrival and bids farewell upon departure.
• Ensures that, whenever possible, guests receive personal recognition.
• Inspects VIP room status and amenities in good order prior to guests’ arrival.
• Maintains an active presence in the hotel lobby to greet and assist incoming guests.
• Give courtesy calls and complete the call log for Performance Monitor daily.
• Promotes inter-hotel sales and in-house facilities and aware of banquet events, hotel
facilities, F&B outlets, special promotions for the purpose of assisting guests and
offering accurate information.
• Assists and coordinates with Front Office reception to ensure consistent service.

2. • Handles guest complaints immediately and follows up thoroughly.
• Prepares and coordinates the distribution of guest amenities, welcome letters and fruit
setups for VIPs.
GENERAL RESPONSIBILITIES
• Adhere to the country’s laws while at work or at the accommodation.
• Understand, respect and communicate company values and culture.
• Maintain yourself respectfully at all times, as you will be reflecting the company.
• Keep with you at all times, the contact numbers for Health and Fire Emergencies.
• Ensure safety in regards to your health at work.
• If ever you come across or note any unsafe area within the Hotel or at the accommodation,
immediately report it to the Human Resource Department / Duty Manager / Security Officer.
• Hotel property should not be misused and cost saving is appreciated.
• Treat your colleagues on all levels with respect.
• Be a contributor to greener environment (save paper / save energy / save water/ etc.)
• Any other areas of instruction, given by your Department Head.