| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Entry level |
| Reports to | Guest Relations Manager |
| Direct reports | None |
| Experience | 1 to 3 years in front office or guest service |
Guest Relations Executive job description template
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Job title: Guest Relations Executive
Department: Hospitality
Reports to: Guest Relations Manager
Location: [City], [office, branch or site]
About the role
A Guest Relations Executive looks after the guest experience on the floor, welcoming guests, noting preferences and sorting out issues. They support VIP guests, gather feedback and add the personal touches that make a stay special. The role reports to the Guest Relations Manager. A good Guest Relations Executive remembers guests and their likes, spots an unhappy guest before they complain and turns small gestures into the warmth that brings guests back and earns good reviews.
Key responsibilities
- Welcome guests, especially VIPs and repeat guests, and make them feel recognised.
- Record and act on guest preferences to personalise each stay where possible.
- Check on guests during their stay and gather feedback on their experience.
- Handle guest complaints and requests promptly and arrange service recovery.
- Coordinate special arrangements such as celebrations, amenities and room setups.
- Support loyalty programme enrolment and explain member benefits to guests.
- Escort and assist VIP guests through check in, the stay and departure.
- Respond to guest feedback and flag recurring issues to the manager.
- Coordinate with front office and housekeeping to deliver on guest promises.
- Maintain guest profiles and history accurately in the system.
Requirements
- Degree or diploma in hotel management
- Strong guest facing skills
- Good spoken English and warmth
- 1 to 3 years in front office or guest service
KRAs and KPIs for a Guest Relations Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Guest satisfaction | Guest satisfaction scores in the area held above the agreed level |
| Complaint recovery | Guest complaints handled and recovered within the agreed time |
| Preference capture | Guest preferences recorded and used for repeat and VIP guests |
| Loyalty growth | Loyalty enrolments meet the monthly target for the desk |
| VIP experience | VIP arrangements delivered without error for every VIP guest |
Skills and tools
Tools used day to day: Property management system, CRM and loyalty system, Guest feedback tools, MS Excel, Telephone console.
Reporting line and career path
Next roles: Guest Relations Manager, Front Office Supervisor, Duty Manager
Interview questions for a Guest Relations Executive
- How do you make a repeat guest feel recognised and valued?
- How do you handle a guest who is quietly unhappy but has not complained?
- How do you prepare for and look after a VIP guest?
- How do you use guest preferences to personalise a stay?
- How do you handle a complaint you cannot fix on your own?
- How do you encourage guests to join the loyalty programme?
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What does a Guest Relations Executive do?
A Guest Relations Executive looks after the guest experience on the floor. They welcome guests, record preferences, check on stays, handle complaints and support VIP guests and loyalty enrolment. They coordinate special arrangements and gather feedback, reporting to the Guest Relations Manager and building the warmth that brings guests back.
What is the difference between a Guest Relations Executive and a Front Office Associate?
A Front Office Associate runs check in, check out and billing at the desk. A Guest Relations Executive focuses on the experience and relationship: preferences, VIPs, complaints and loyalty. The associate handles the transaction; the guest relations executive deepens the guest's connection to the hotel.
What qualifications does a Guest Relations Executive need?
Most Guest Relations Executive roles ask for a degree or diploma in hotel management with strong guest facing skills and one to three years in front office or guest service. Warmth, empathy, clear communication and good complaint handling matter most for building relationships with guests.