Deskripsi Pekerjaan
Join Frasers Property's prestigious hospitality team as a Guest Relations Officer, where you'll be the cornerstone of exceptional guest experiences. In this dynamic role, you'll anticipate guest needs, resolve inquiries with empathy, and ensure every interaction exceeds expectations. You'll serve as the primary point of contact for guests, maintaining seamless communication across departments to uphold our brand's reputation for excellence. The position demands proactive problem-solving, cultural sensitivity, and the ability to create memorable moments in a luxury environment. Your positive attitude and attention to detail will directly contribute to guest loyalty and satisfaction metrics.
Tanggung Jawab
- Deliver personalized guest services exceeding industry standards
- Resolve complaints and issues with timely, effective solutions
- Coordinate with housekeeping, concierge, and F&B departments
- Maintain detailed guest preference profiles for future stays
- Handle VIP arrivals and special requests with discretion
- Implement feedback systems to continuously improve service quality
- Conduct pre-arrival preparations and post-stay follow-ups
Kualifikasi
- Diploma in Hospitality/Tourism Management or equivalent
- Minimum 2 years in luxury guest services
- Fluency in English with additional language proficiency
- Exceptional conflict resolution and negotiation skills
- Advanced knowledge of PMS systems (Opera, etc.)
- Strong attention to detail and organizational abilities
- Valid RSA certification and food hygiene knowledge