Guest Relation Executive

Purpose:

Supports all the lounge and transit hotel operations, ensuring the highest levels of hospitality and service are provided to guests. Manages guest inquiries and directs them within the lounge and hotel facilities. Supports the tracking and resolution of service issues, ensuring an exceptional guest experience.

Job Responsibilities:

• Greet and welcome guests as they enter the lounge, ensuring a high level of hospitality and service.
• Handle guest inquiries and provide accurate information about lounge services, facilities, and airport-related information.
• Ensure the smooth check-in and check-out process for lounge guests, including verifying membership status and processing payments if necessary.
• Address guest complaints or special requests professionally and resolve issues promptly to ensure guest satisfaction.
• Assist guests with their luggage, seating, and other amenities within the lounge.
• Coordinate with catering and housekeeping teams to maintain a clean and comfortable lounge environment.
• Maintain records of guest feedback and relay any suggestions or issues to management for continuous improvement.
• Provide information about flights, assist with booking services, and guide guests towards their boarding gates when required.
• Ensures compliance with all policies, standards, and procedures, and is capable of implementing emergency plans (e.g., accident, theft, fire)
• Provides services that exceed customer satisfaction expectations to foster guest retention.
• Performs Front Desk duties during high-demand periods.
• Maintains a strong working relationship with all departments to support operations and achieve goals.

Qualifications & Skills:

• Bachelors degree in Hospitality, Tourism, or related fields is preferred.
• Excellent verbal and written communication skills in English (knowledge of other languages is a plus).
• Strong customer service skills with a friendly and professional manner.
• Experience in the hospitality industry, particularly in luxury or airport lounges, will be an advantage.