Guest Relations Officer

Job Summary:

The Guest Relations Officer serves as a primary point of contact for guests, assisting with inquiries, requests, and concerns. This role supports the Guest Relations Manager in delivering above-and-beyond service, coordinating guest activities, and ensuring a high level of guest satisfaction.

Key Responsibilities:

•Assist guests with inquiries, requests, and minor complaints, providing guidance to ensure an enjoyable stay.

•Welcome guests warmly upon arrival and provide a courteous farewell upon departure.

•Coordinate and support the Guest Entertainment Program, including excursions, cocktail parties, art exhibitions, competitions, and film evenings.

•Escort educational groups on hotel tours, providing information and materials.

•Assist with guest weddings and special events as required.

•Maintain the Tour Operators counter, ensuring it is organized and stocked with relevant information.

•Update information boards with guest announcements and staff notices.

•Record guest suggestions and feedback, supporting weekly guest satisfaction reports.

•Assist with seasonal communications such as mailing lists for Christmas cards and other correspondence.

•Ensure guests' birthdays and anniversaries are acknowledged following hotel procedures.

•Stay informed about room rates, offers, and special packages, coordinating with Front Office staff as needed.

•Support VIP and repeat guests, maintaining ongoing relationships and personalized services.

•Assist in coordinating weekly Management Cocktail Parties and other special events.

•Build and maintain positive relationships with Tour Operators' representatives.

•Support Head Receptionists with arrivals, departures, and guest-related tasks as required.

•Actively participate in and promote all Public Relations activities.

•Help monitor guest feedback and competitor activity (e.g., TrustYou reviews).

•Provide support to the management team in VIP guest communications and media liaison as required.

•Perform any other tasks assigned by management related to Guest Relations or Front Office operations.

Skills & Qualifications:

•Diploma from a recognized Hotel School.

•Minimum 3 years of experience in guest relations or a similar hospitality role.

•Pleasant, approachable personality with excellent interpersonal skills.

•Strong communication, problem-solving, and organizational abilities.

•Ability to anticipate guest needs and handle complaints professionally.

•Familiarity with event coordination and VIP guest services.

•Proficiency in Greek and/or English.

•Team-oriented, with strong customer service focus.

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