Accepting Applications
Full-time
On-site
LinkedIn
Posted 2 weeks, 6 days ago
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0 applications
Job Description
Location: Hotel One Vogue – Mall 35, Rawalpindi
Department: Front Office
Reports To: General Manager (GM)
Job Summary
The Guest Relations Officer (GRO) is responsible for ensuring exceptional guest experiences by welcoming guests, addressing inquiries and complaints, coordinating with relevant departments, and maintaining high service standards to enhance guest satisfaction and loyalty.
Key Responsibilities
- Welcome and assist guests throughout their stay.
- Handle guest complaints, concerns, and feedback professionally.
- Coordinate with Housekeeping, Front Office, F\&B, and Maintenance to ensure smooth guest services.
- Manage VIP guest arrivals and special requests.
- Follow up on guest issues and ensure timely resolution.
- Maintain guest feedback records and prepare reports for management.
- Promote positive guest experiences and encourage repeat visits.
Requirements
- Bachelor's degree in Hospitality, Business Administration, or a related field.
- 1–3 years of experience in Guest Relations, Front Office, or Customer Service.
- Strong communication and interpersonal skills.
- Excellent problem-solving and complaint-handling abilities.
- Proficiency in MS Office and hotel management systems.
KPIs
- Guest Satisfaction Score
- Complaint Resolution Rate
- Online Review Ratings
- Repeat Guest Ratio
- Service Quality Standards Compliance