Guest Relations Officer

At The Social House, we pride ourselves on being a melting pot where people come together to connect, celebrate, and create unforgettable experiences. Our approach is personable, informal, and a little off-beat, offering unique cuisines, unexpected events, unorthodox interiors, and uncommon people. We are looking for a passionate and dedicated Guest Relations Officer to join our team and help us deliver exceptional guest experiences.

Job Summary:
The Guest Relations Officer will be the face of The Social House, ensuring that every guest feels welcomed, valued, and cared for. The ideal candidate will have a Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a similar field, at least 3 years of experience in guest services (preferably in a hotel or reception setting), and a strong commitment to delivering outstanding customer service.

Key Responsibilities:

Guest Services:

• Serve as the primary point of contact for guests, providing a warm and personalized welcome.
• Anticipate and fulfill guest needs, ensuring a seamless and memorable stay.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel services, facilities, and local attractions.

Relationship Building:

• Build and maintain strong relationships with guests, ensuring repeat visits and positive word-of-mouth.
• Recognize and acknowledge loyal guests, offering special attention and personalized services.
• Gather guest feedback and share insights with the team to improve service delivery.

Operational Support:

• Assist with check-in and check-out processes, ensuring efficiency and accuracy.
• Coordinate with other departments (e.g., housekeeping, F&B, events) to meet guest expectations.
• Maintain up-to-date knowledge of room availability, reservations, and guest preferences.

Problem-Solving:

• Address and resolve guest issues with a calm, professional, and solution-oriented approach.
• Act as a liaison between guests and management to ensure swift resolution of concerns.
• Handle emergencies and unexpected situations with poise and efficiency.

Administrative Duties:

• Use property management systems (e.g., Opera, Fidelio) to manage guest information and reservations.
• Prepare and maintain reports on guest feedback, special requests, and service improvements.
• Ensure the front desk and guest relations area are clean, organized, and presentable at all times.

Brand Ambassadorship:

• Embody the unique personality and values of The Social House in all guest interactions.
• Promote the hotel’s off-beat offerings, including unusual cuisines, events, and interiors.
• Contribute to creating a welcoming and inclusive atmosphere for all guests.

Qualifications and Experience:

1. Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a similar field.
2. Minimum of 3 years of experience in guest services, preferably in a hotel or reception setting.
3. Working knowledge of property management systems (e.g., Opera, Fidelio).
4. Strong customer service skills, including active listening and problem-solving.
5. Positive attitude, strong sense of responsibility, and professional presentation.
6. Excellent communication and interpersonal skills.
7. Ability to work under pressure and adapt to changing priorities.

Key Competencies:

• Exceptional organizational and multitasking abilities.
• High level of empathy and emotional intelligence.
• Passion for delivering unique and memorable guest experiences.
• Ability to work effectively in a team environment.