Guest Relations Officer

About the role

The Guest Relations Officer will be the primary point of contact for guests at Maria Flo Hotel, ensuring a warm welcome, smooth check‑in and check‑out processes, and prompt assistance with enquiries and reservations.

Key responsibilities

• Welcome guests, handle check‑ins and check‑outs, and manage reservations received via phone, WhatsApp, or social media.
• Answer guest inquiries, provide information on hotel services, rates, and promote rooms, restaurant offerings and special deals.
• Maintain accurate records of bookings, room availability and daily cash and occupancy reports.
• Process payments, issue receipts and ensure cash accountability during shifts.
• Keep the reception area tidy, coordinate with housekeeping, and report maintenance issues to the Hotel Manager.

Required profile

• Certificate or Diploma in Hospitality, Tourism, Business Administration, Customer Care or a related field.
• At least three years of experience in customer service, reception, hospitality or sales.
• Basic computer proficiency with Microsoft Word, Excel, email and WhatsApp.

Required skills

• Excellent customer care and communication abilities.
• Friendly, professional demeanor with strong organisational skills.
• Ability to multitask, work independently and handle cash responsibly.