Guest Relations Officer (GRO) at Ramada Resort By Wyndham

The Guest Relations Officer (GRO) is responsible for ensuring that guests have a seamless and memorable experience during their stay. The GRO’s primary role is to provide personalized service, address guest concerns, and ensure that all guest interactions are handled with the utmost care and attention, contributing to a positive guest experience.

Key Responsibilities:

Provide Upscale Guest Service:

• Deliver a luxurious and seamless experience throughout the guests’ stay, ensuring that expectations are not just met but exceeded at every touchpoint.
• Focus on providing personalized services that cater to individual needs and preferences, creating a unique and memorable experience for each guest.

Greeting and Check-In Coordination:

• Greet guests warmly upon arrival, ensuring a friendly and professional first impression.
• Efficiently manage guest check-ins, ensuring rooms are ready and that guests are promptly escorted to their assigned accommodations.

Room Preparation and Booking Monitoring:

• Oversee the daily booking schedule, ensuring that all rooms are thoroughly prepared before guests arrive.
• Coordinate with housekeeping and maintenance teams to resolve any issues before check-in to ensure guest satisfaction.

Luggage Collection and Storage:

• Arrange luggage collection, storage, and delivery to guest rooms upon both arrival and departure, ensuring smooth transitions and convenience for the guests.

Check-In and Check-Out Oversight:

• Supervise both the check-in and check-out processes, ensuring all reservations, guest details, and financial transactions are handled efficiently and accurately.

Responding to Guest Requests:

• Promptly attend to any guest requests, such as in-room dining, special services, or any other needs, ensuring that all requests are fulfilled to the highest standard.

Complaint Management:

• Actively listen to guest complaints or concerns and work to resolve them promptly and efficiently, aiming to turn negative experiences into positive outcomes.
• Ensure that all complaints are handled with care and that the guests’ satisfaction is prioritized at all times.

Specialized Guest Services:

• Provide tailored services to special guests, including those with disabilities, elderly individuals, children, and VIP guests, ensuring their specific needs are met.
• Organize any necessary accommodations or support to enhance their experience.

Facilitate Communication Between Guests and Staff:

• Maintain clear and effective communication between guests and hotel staff, ensuring that all requests and issues are conveyed accurately.
• Follow up with guests to ensure that concerns are resolved in a timely manner and that their experience remains positive throughout their stay.

Guest Information and Promotion:

• Ensure guests are informed about hotel services, amenities, and dining options at check-in and throughout their stay.
• Actively promote hotel amenities, programs, and any special offers that are available to enhance the guest experience.

Performance Reporting:

• Regularly assess the team’s performance, generating reports on guest satisfaction, service compliance, and any areas that need improvement.
• Provide constructive feedback and implement actions based on performance evaluations.

Cross-Department Coordination:

• Collaborate with Housekeeping, Wait Staff, and other departments to ensure that all aspects of the guest experience are executed seamlessly and to the highest standards.
• Act as the liaison between departments to address guest needs and ensure a smooth and cohesive service delivery.

Customer Feedback Analysis:

• Review feedback from guestbooks, online reviews, and surveys, identifying areas for improvement and opportunities for service enhancement.
• Provide actionable insights and recommendations to management based on customer feedback to continuously improve guest satisfaction.

Local Recommendations and Concierge Services:

• Offer local recommendations for tourist spots, dining, shopping, and activities based on guest preferences, enhancing their overall experience and making their stay more enjoyable.

Building Relationships with Regular Guests:

• Establish and maintain friendly, personalized relationships with regular guests, ensuring they feel valued and recognized each time they return.
• Track guest preferences and needs to offer tailored services and personalized experiences that strengthen guest loyalty.

Skills and Qualifications:

• Proven experience as a Guest Relations Officer or in a similar customer-facing role, preferably in the hospitality industry.
• Excellent Communication and Interpersonal Skills: Strong verbal and written communication to interact effectively with guests and team members.
• Strong Problem-Solving Abilities: Ability to resolve guest complaints or concerns quickly and efficiently.
• Professional Appearance and Demeanor: Always representing the hotel with a polished, professional image.
• Multitasking: Ability to work under pressure and handle multiple tasks in a fast-paced environment.
• Proficiency in English: Fluency in both written and spoken English is essential.
• Basic Computer Skills: Knowledge of office software and hotel management systems.

Education:

• A degree or certification in Hospitality Management, Hotel Management, or a related field is preferred but not required.