Guest Relations Officer - Hotel in Mandau Talawang at Nadi Talent Group

We are partnering with a prestigious luxury hospitality group to recruit professional and service-oriented Guest Relation Officers to join a high-standard hotel operation.

This role is ideal for hospitality professionals who are passionate about delivering refined service, understand 5-star standards, and take pride in creating memorable guest experiences.

• Act as the dedicated point of contact for VIPs, Celebrities, and Return Guests, managing their journey from pre-arrival to post-departure.

• Conduct private, in-room check-ins for high-profile guests, ensuring a discreet, sophisticated, and efficient welcome.

• Review guest history and preferences to curate bespoke amenities, room setups, and personalized welcome notes that reflect the guests unique tastes.

• Maintain an elegant and proactive presence in the lobby during peak hours, engaging guests in conversation to solicit feedback and identify "unspoken" needs.

• Take full ownership of guest grievances, transforming negative experiences into "loyalty moments" through empathetic listening and creative solutions.

• Drive enrollment in the hotels loyalty program by highlighting personalized benefits and ensuring members receive their tier-specific recognitions.

• Collaborate with Housekeeping, F&B, and the Executive Office to execute "surprise and delight" moments (e.g., custom birthday celebrations or specific pillow types).

• Monitor online reviews and guest satisfaction surveys, assisting management in identifying trends and implementing service improvements.

• Minimum 1.5 years of experience in a high-touch guest-facing role within a 5-star hotel or luxury resort.

• Exceptional interpersonal skills with the ability to converse confidently and professionally with global elites, business leaders, and diverse cultures.

• Fluent in English (both spoken and written) is mandatory; proficiency in a second or third international language is an advantage.

• Highly developed "social radar" to anticipate guest moods and needs before they are articulated.

• Expert knowledge of Property Management Systems and CRM tools to track guest preferences and history.

• Impeccable personal style, posture, and grooming that serves as the "Gold Standard" for the hotels brand image.

• Proven ability to make empowered, high-level decisions to resolve complex guest issues with grace and speed.

• Ability to remain active and on your feet for long periods, as this role involves significant movement throughout the lobby and guest floors.

• Willingness to work shift schedules, including weekends and public holidays.

• Competitive salary.

• World-class employee accommodation with a lounge, communal areas, and an exclusive leisure space.

• Opportunity to work with a luxury international hospitality brand.

• Professional, multicultural, and performance-driven environment.

• Exposure to global hospitality standards.

If you have experience in 5-star hospitality and are ready to elevate your career, we welcome your application.