Guest Relations Officer

Accor Group

Key Responsibilities

• Prepare for daily VIP arrivals including room allocation, amenities, and special requests
• Keep registration cards, keys, and welcome items ready for VIP check-ins
• Register and process check-ins and check-outs for VIP guests professionally
• Escort VIP guests to rooms and update guest information accurately
• Handle cashiering duties, foreign exchange, and settlement upon departure
• Manage walk-in and phone reservations when reservations staff are unavailable
• Provide courteous, prompt assistance to all guest inquiries and requests
• Resolve guest issues and coordinate with relevant departments for follow-up
• Handle guest key card issuance and maintain proper security control
• Ensure delivery of messages, parcels, and mail to guest rooms
• Assist at information counter, foreign exchange desk, or business center when required
• Understand rate codes, packages, segmentation, and discount handling
• Maintain continuous contact with guests to address concerns proactively
• Coordinate shuttle arrangements with bell desk
• Make daily courtesy calls to VIP rooms and follow up with other guests as needed
• Report unusual incidents to management
• Maintain cleanliness and organization of the front office area
• Review logbook, verify pending items, and identify special assignments
• Monitor hotel occupancy, functions, groups, and VIP lists
• Reconfirm VIP rooms with housekeeping and F and B teams
• Check departure details for the day and upcoming day
• Arrange flowers, cakes, and cards for guest celebrations
• Inspect VIP rooms after amenities are set
• Coordinate arrival and departure transport with lobby manager
• File guest relations reports and documents systematically
• Hand over important information to next shift for smooth operations
• Coordinate with all departments, especially front office, housekeeping, F and B, and general manager for VIP handling
• Review guest comments daily and follow up directly where possible
• Handle front office complaints in coordination with the front office manager
• Maintain punctuality, grooming standards, and adherence to hotel regulations
• Support strong team morale and departmental pride
• Assist colleagues when needed and remain flexible with duties
• Be fully aware of emergency procedures and maintain readiness
• Maintain monthly leave and public holiday balances for staff
• Follow operational standards and company documentation
• Perform welcome hostess duties as assigned