GRO

JOB DESCRIPTION – GUEST RELATION OFFICER

Position Overview

The Guest Relation Officer (GRO) is responsible for ensuring a warm, professional, and memorable experience for all guests. The role focuses on guest engagement, providing excellent service, handling guest requests and concerns, and maintaining positive relationships with guests throughout their visit.

• Key Responsibilities
• Welcome and greet guests in a warm, friendly, and professional manner.
• Assist guests with reservations, seating arrangements, and general inquiries.
• Provide accurate information regarding venue facilities, services, events, and promotions.
• Build and maintain positive relationships with guests.
• Monitor guest satisfaction and proactively identify their needs.
• Handle guest requests, feedback, and complaints professionally and promptly.
• Coordinate with relevant departments to ensure guest requests are handled efficiently.
• Assist with VIP and special guest arrangements when required.
• Maintain a good understanding of daily operations, menus, events, and venue policies.
• Follow up on guest feedback and communicate important information to the management team.
• Maintain a professional appearance and excellent personal grooming at all times.
• Support the team during busy periods and special events.
• Perform other duties related to guest relations as assigned by the management.

Requirements

• Previous experience in Guest Relations, Front Office, Hospitality, Restaurant, or similar roles is preferred.
• Excellent communication and interpersonal skills.
• Good command of English, both spoken and written.
• Friendly, confident, and approachable personality.
• Strong customer service mindset.
• Able to handle complaints and difficult situations professionally.
• Well-groomed and presentable.
• Able to work under pressure in a fast-paced environment.
• Flexible to work shifts, weekends, and public holidays.
• Strong teamwork and coordination skills.
• Key Competencies
• Guest Service Excellence
• Communication Skills
• Problem Solving
• Customer Relationship Management
• Teamwork
• Adaptability
• Attention to Detail
• Professionalism