Job description

The Guest Relations Officer is responsible for delivering exceptional guest experiences with a key focus on Booking.com guests, managing online reviews and actively contributing to the improvement of Booking.com review scores. The role acts as a bridge between guests and hotel operations, ensuring satisfaction before, during and after the stay. Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities.

Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps.

 Guest Experience & Booking.com Guests

• Welcome and engage Booking.com guests in a warm, professional and personalized manner.

  
  

• Proactively identify guest preferences and special requests prior to arrival.

  
  

• Conduct follow-ups with in-house Booking.com guests to ensure satisfaction.

  
  

• Resolve guest concerns promptly and professionally to prevent negative reviews.

  
  

• Coordinate with Front Office, Housekeeping, and F&B to ensure seamless service delivery.

  
  

Online Reviews & Reputation Management

• Monitor and respond to Booking.com guest reviews in a timely, professional and brand-appropriate tone.

  
  

• Address negative feedback with corrective actions and follow-up responses.

  
  

• Highlight positive guest experiences and service recovery efforts in review responses.

  
  

• Escalate recurring issues to relevant departments and management.

  
  

Booking.com Scores & Performance

• Actively work towards improving Booking.com review scores and guest satisfaction metrics.

  
  

• Analyze guest feedback trends and identify improvement opportunities.

  
  

• Share weekly/monthly feedback reports with management.

  
  

• Encourage satisfied guests to share their positive experiences on Booking.com.

  
  

Communication & Administration

• Maintain accurate guest profiles and notes in the PMS.

  
  

• Liaise with Booking.com extranet (when required) regarding guest issues or clarifications.

  
  

• Assist Front Office with VIP arrivals, special occasions and guest recovery cases.

  
  

• Support service quality audits and brand standards.

  
  

• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.

  
  

• Inform guests of hotel services including breakfast and dining options.

  
  

• Become a Wyndham rewards champion by ensuring all eligible hotel guest are enrolled to Wyndham rewards programme.

  
  

• Recommend tourist attractions to guests.

  
  

• Liaise with other operational departments like security, housekeeping, food and beverage to provide an overall comfortable guest experience.

  
  

• Hands on experience with Hotel Management Software’s Opera, Micros etc.

  
  

• Appraise team’s performance and produce reports accordingly.

  
  

• Know the credit policy of the hotel and how to code each reservation.

  
  

• Walk around with the guest to ensure that they secure whatever services they are in need of.

  
  

• Assist in making arrangements for clients travel programs.

  
  

• Use proper etiquette at all times when communicating with guests and associates.

  
  

• Overseeing VIP guests, arrivals and departures.

  
  

• Coordinating and multi-tasking job duties in a busy environment.

  
  

• Fully comprehend and operate all relevant aspects of the Front Desk computer system.

  
  

• Be aware of all closed out and restricted dates.

  
  

• Follow and enforce all Wyndham International hotel FO policies.

  
  

• Be able to complete and ensure that a proper bucket check and required daily reports are done.

  
  

• Establish and maintain good communications and teamwork with fellow team members and other departments within the hotel.

  
  

• Assist the Front Office Manager in ensuring that team members are following and maintaining standards (i.e., answering phones, call-backs to guests, guest request log).

  
  

• Have knowledge of health and safety and assist in emergency procedures as required.

  
  

• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.

  
  

• Answer all guest inquiries in a timely and professional nature.

  
  

• Collect Guest feedback during guest departure along with his likes and dislikes.