As a Guest Relations Officer (GRO) in a 5-star hotel, your primary responsibility is to ensure that guests have a pleasant and memorable stay. Some of your specific job responsibilities may include:
Greeting guests upon arrival and checking them into their rooms.
Responding to guest inquiries and requests, including those related to room service, transportation, and local attractions.
Addressing guest complaints and resolving any issues to their satisfaction.
Offering assistance with luggage, valet parking, and other guest needs.
Maintaining knowledge of hotel amenities, services, and policies.
Providing recommendations for local restaurants, activities, and attractions.
Maintaining accurate guest records and handling reservations and cancellations.
Assisting with VIP and group bookings, including coordinating transportation, meals, and activities.
Following up with guests after their stay to ensure satisfaction and address any remaining concerns.
Maintaining a professional and courteous demeanor at all times.
Overall, the Guest Relations Officer plays a critical role in ensuring that guests have a positive experience and are likely to return to the hotel in the future.