Job Summary
The Guest Relation Officer (GRO) is responsible for delivering exceptional on-site guest experiences, including handling VIP check-ins/check-outs, conducting mandatory courtesy visits, managing guest messages within their coverage area, and ensuring high standards of service and guest satisfaction.
Key Responsibilities
VIP Guest Management
- Handle VIP 1 & VIP 2 guest check-ins and check-outs with a personalized and professional approach.
- Manage the entire journey of VIP guests, from a seamless arrival experience to a thoughtful farewell.
- Maintain VIP guest profiling, recording preferences, special requests, and feedback for future stays.
Courtesy Visits & Regular Guest Care
- Conduct mandatory courtesy visits according to the following policy:
- Premium Properties (ADR $200+): First-night courtesy visit for guests staying 2 nights or more.
- Complaint Guests: Daily courtesy visits starting from the day the issue is raised until the problem is resolved and the guest feels recovered, including a farewell on check-out.
- Long-Stay Guests (5 nights and up, ADR $100+): Courtesy visit on the first night and every 3 days throughout their stay.
- Perform courtesy visits for regular guests to ensure comfort, address needs, and enhance their stay experience.
Guest Communication & On-Site Support
- Work closely with Guests Support Team to serve as the primary point of contact for guest messages (WhatsApp, OTA chat, or other platforms) within the assigned area.
- Provide on-site assistance, responding to inquiries and requests promptly.
- Resolve guest concerns directly and escalate complex issues to the GRM when necessary.
- Coordinate with housekeeping, maintenance, and area managers to ensure quick and efficient guest request handling.
Guest Feedback & Reputation
- Encourage guests to share positive reviews on OTA platforms and Google Business.
- Report all guest feedback, complaints, and unresolved issues to the GRM for continuous improvement.
- Service Quality & Recovery
- Deliver exceptional, personalized service that reflects Betterplace's commitment to guest satisfaction.
- Handle guest complaints with empathy and proactive problem-solving, ensuring issues are resolved and guests feel cared for.
Qualifications :
- Skills & Competencies: Exceptional Communication Skills: Fluent in English (verbal and written); additional languages (Russian, Mandarin, Arabic, etc.) are a plus.
- Service Excellence: Strong ability to deliver personalized, high-touch hospitality experiences for VIP guests.
- Problem-Solving: Skilled in handling complaints with empathy and turning negative experiences into positive outcomes.
- Coordination & Multitasking: Capable of liaising with multiple departments (housekeeping, maintenance, guest support) to ensure seamless service delivery.
- Attention to Detail: Ability to remember and act on guest preferences, special requests, and personal details for future stays.
- Sales & Reputation Awareness: Comfortable encouraging guests to leave positive reviews and enhancing the property's public image.
- Time Management: Able to prioritize tasks effectively, especially under pressure or during high occupancy.
- Personality & Attitude:
- Warm, approachable, and confident in interacting with high-profile and discerning guests.
- Proactive, resourceful, and able to anticipate guest needs before they are expressed.
- Highly professional appearance and demeanor at all times.
- Positive, solution-oriented mindset with a strong sense of ownership.
Other Requirements
- Willingness to work flexible hours, including evenings, weekends, and public holidays as required by guest schedules.
- Possession of a valid driver's license and ability to travel within assigned property locations (preferred).
- Familiarity with hospitality management systems (PMS, OTA chat platforms, WhatsApp Business) is an advantage.
