Guest Relations Executive
Core
Lead guest relations and front office operations to ensure high-quality service, manage guest loyalty programs, and coordinate VIP experiences.
Role type
Guest Relations Executive (Front Office)
Builds
Guest satisfaction, loyalty program engagement, and seamless front-of-house operations
Domain
Hospitality / Hotel Management
Deliverable
product features
Required skills
Guest relations management, Front Office operations, Loyalty program administration, VIP guest handling, Team leadership, Service recovery, Upselling techniques, Inventory management, Interdepartmental coordination, Data collection
Preferred skills
OPERA system proficiency, Ving card knowledge, Cashiering procedures, Hotel School Diploma
Responsibilities
Lead and motivate the front office team to meet departmental goals. Manage guest flow in the lobby and resolve queries/concerns promptly. Drive guest recognition and loyalty programs (Le Club Accor, Frequent Guest, etc.). Coordinate with Housekeeping, F&B, and Rooms Controller for VIP room preparation and amenities. Maintain guest profiles and collect feedback to improve services. Ensure high standards of conduct, uniform, and hygiene. Apply pricing policies to support REVPAR and manage amenity inventory.
Seniority
Mid-level Supervisor