• Key ResponsibilitiesWelcome guests warmly and ensure a smooth check-in and check-out experience.
• Act as the primary point of contact for guest inquiries, requests, concerns, and special needs.
• Provide personalized service to enhance guest satisfaction and loyalty.
• Handle guest complaints promptly, professionally, and effectively, ensuring issues are resolved to the guest's satisfaction.
• Anticipate guest needs and proactively recommend services, facilities, and local attractions.
• Maintain a strong presence in guest-facing areas and engage with guests regularly to gather feedback.
• Monitor guest preferences and ensure special requests are communicated and delivered accurately.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.
• Support VIP arrivals, long-stay guests, and special occasions by arranging personalized services and amenities.
• Promote hotel facilities, dining outlets, promotions, and loyalty programs to maximize guest engagement and revenue opportunities.
• Identify upselling and cross-selling opportunities to contribute to departmental revenue targets.
• Ensure accurate cashiering procedures, billing, and payment processing in accordance with hotel policies.
• Maintain guest records and update profiles to support personalized service delivery.
• Assist in inventory management and ensure operational supplies and equipment are properly maintained.
• Monitor compliance with Hyatt brand standards, operational procedures, and service guidelines.
• Participate in departmental meetings, training sessions, and continuous improvement initiatives.
• Support the implementation of guest satisfaction action plans and service recovery measures.
• Maintain confidentiality of guest information and company data.
• Ensure adherence to health, safety, security, and hygiene standards at all times.
• Foster positive working relationships with colleagues and contribute to a collaborative team environment.
• Remain flexible and perform additional duties as assigned to meet operational requirements.

Qualifications

• Diploma or bachelor's degree in hospitality management, Tourism, Business Administration or a related field.
• Minimum 1-3 years of experience in Guest Relations, Front Office, Customer Service or Hospitality Operations.
• Excellent verbal and written communication skills in English; additional language skills are an advantage.
• Strong interpersonal and relationship-building abilities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to handle challenging situations with professionalism and empathy.
• Good organizational, problem-solving, and multitasking skills.
• Proficiency in Microsoft Office applications and hotel management systems (Opera experience preferred).
• Ability to work flexible shifts.