Guest Relations Officer

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Post Date: 16 Jul 2012
Location: Pan Pacific Orchard
Division: Front Office & Guest Services
Ref No:
Job Description:


  • Maximise room sales and revenue for the hotel.
  • Ensure our customers receive a fast and efficient check-in and check-out.
  • Ensure all customer queries or requests are handled in a polite and efficient manner.
  • Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel, which will assist in the maximization of revenue.
  • Ensure all refused business is recorded with reasons for refusal.
  • Adhere to all company credit policies to ensure that all revenue expected will be received.
  • Adhere to pre-set availability and rate controls.
  • Ensure a high level of product knowledge of the hotel and local area.Maintain and update guest history and marketing database as laid down in the front office procedures.
  • Ensure a high level of customer service is consistently maintained.
  • Ensure a high level of liaison is maintained between front office and all other departments within the hotel.
  • Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other departments.
  • Maximise room sales and revenue for the hotel.
  • Comply with all control systems relating to group/tour bookings.
  • Develop and maintain a high level of communication with all major sources of business and advise the Reception Manager where necessary.
  • Advise the Reception Manager of any changes or trends relating to group/tour business.
    Develop and maintain a high level of communication relating to business opportunity between the hotel and Sales Office.
  • Ensure all departments receive tour information/summary sheets as per laid down procedures.


  • Minimum ‘N’ level qualification.
  • To have a positive attitude and pleasant personality and general appearance.
  • To demonstrate a natural vitality, with a desire and ambition to satisfy guest requirements and possess a strong guest service mentality.
  • Possess a working knowledge of guest information software systems and ensure basic knowledge of MSWord and MSExcel.