Guest Relation Officer- GRO

Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service

Meet and greet VIP guests personally

Liaise closely with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.

Prepare compendiums prior guest arrival and check-into system if necessary

Maintain close contact with Airport Concierge for new arrivals and departures

Update and maintain repeat guest history system

Promote Inter-Hotel sales and in-house facilities

Send prepared welcome cards and amenities to room prior to guest arrival

Attend to special requests by guests

Handle guest complaints and refer them as necessary, follow up on corrective action

Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

Prepare requisitions for amenities on a timely basis

Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Inc staff to facilitate communications and smooth operations

Adhere to OH&S policies and procedures

Performs related duties and special projects assigned