Guest Relations Officer

Key Responsibilities

Guest Experience

• Deliver a warm and personalized welcome to all guests upon arrival.

• Personally greet and escort VIPs, long-stay residents, repeat guests, and guests celebrating special occasions.

• Ensure guests are familiar with Lancaster Legacy’s facilities, services, and amenities.

• Maintain a visible presence in the lobby and public areas to proactively engage with guests.

• Anticipate guest needs and provide tailored recommendations for dining, transportation, local attractions, and hotel services.

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VIP & Resident Experience

• Coordinate all VIP arrivals, long-stay guests, and special requests.

• Prepare personalized welcome letters, amenities, and room arrangements.

• Conduct pre-arrival room inspections to ensure accommodation meets Lancaster Legacy Hotel & Apartments standards.

• Build strong relationships with repeat guests and maintain accurate guest preference profiles.

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Guest Satisfaction & Service Recovery

• Handle guest inquiries, requests, and complaints promptly, professionally, and empathetically.

• Resolve service issues efficiently and follow up to ensure complete guest satisfaction.

• Coordinate with relevant departments to deliver timely service recovery.

• Record guest incidents and recovery actions in the PMS.

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Guest Communication

• Conduct courtesy calls after check-in to ensure guest satisfaction.

• Follow up on maintenance requests, housekeeping concerns, and special arrangements.

• Encourage guests to share feedback during and after their stay.

• Assist with guest departures and farewell interactions whenever possible.

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Interdepartmental Coordination

• Work closely with Front Office, Housekeeping, Engineering, Food & Beverage, Security, and Reservations to deliver seamless service.

• Participate in daily operational briefings and communicate VIP movements, guest preferences, and operational concerns.

• Support departments during peak periods to ensure excellent guest service.

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Quality Assurance

• Monitor guest comments from online travel agencies, social media, Google Reviews, and guest satisfaction surveys.

• Identify trends in guest feedback and recommend improvements to enhance the guest journey.

• Ensure compliance with Lancaster Legacy service standards, values, and hotel policies.

• Competitive salary and allowances as per company policy.
• Professional training and development opportunities.
• Full insurance and benefits in accordance with the Labor Law.
• Professional working environment.

Qualifications

• Diploma or Bachelor’s Degree in Hospitality Management, Tourism, or a related field.

• Minimum 1–2 years of experience in Front Office, Guest Relations, or luxury hospitality.

• Experience with luxury hotels, serviced residences, or upscale residential properties is an advantage.

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Knowledge & Skills

• Excellent interpersonal and communication skills.

• Passion for delivering personalized luxury service.

• Strong problem-solving and conflict resolution abilities.

• Ability to remain calm under pressure.

• Professional grooming and presentation.

• Strong attention to detail.

• Excellent organizational and multitasking skills.

• Positive attitude with a genuine passion for hospitality.

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Technical Competencies

• Opera Cloud Property Management System.

• Microsoft Office (Word, Excel, Outlook).

• Guest profile management systems.

• Basic understanding of online reputation platforms and guest feedback systems.

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Language Requirements

• Fluent spoken and written English.

• Additional languages such as Mandarin, Korean, or Japanese are an advantage.

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Key Performance Indicators (KPIs)

• Online Review Ratings (Google, Booking.com, Expedia, Agoda, Trip, TripAdvisor)

• Guest Complaint Resolution Time

• VIP Guest Satisfaction

• Repeat Guest Recognition

• Courtesy Call Completion Rate

• Guest Recovery Success Rate

• Guest Profile Accuracy

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Core Competencies

• Guest Centricity

• Luxury Service Excellence

• Emotional Intelligence

• Professional Communication

• Team Collaboration

• Problem Solving

• Attention to Detail

• Accountability

• Adaptability

• Integrity