Guest Relations Officer

2 days ago

Kota Kinabalu, Malaysia Shangri-La Hotels Full time

Shangri-La Rasa Ria, Kota Kinabalu
Be part of our Shangri-La family
At Shangri-La Rasa Ria, Kota Kinabalu, we prioritize employee growth, offering learning and advancement opportunities. We provide competitive benefits and foster internal promotion, ensuring career progression within our organization. Our people are our greatest asset; we value them like family, treating everyone with honour and respect. We aim to be the preferred employer by offering competitive work benefits, equal opportunities, and comprehensive training for colleagues to advance and be acknowledged.
The resort consists of 494 guest rooms, a 64-acre nature reserve, the Rasa Ria Reserve, home to wildlife including long-tailed macaques and slow lorises, and home to an 18-hole championship golf course with picture-perfect views of Mt Kinabalu (a UNESCO World Heritage site).
We're looking for Guest Relations Officer or aspiring to be required for our Rooms Division. He/She will assist the Guest Relations Manager to focus on enhancing guest experience.
Job Summary
Responsible for enhancing the guest experience by providing exceptional service and personalized attention.
The role involves greeting guests upon arrival, assisting with check-in and check-out procedures, handling guest inquiries and complaints, and ensuring that all guests feel welcomed and valued throughout their stay.
Serves as the main point of contact for guests, addressing their needs promptly and coordinating with other departments to fulfill special requests.
By maintaining detailed records of guest preferences and feedback, the GRO helps to create a warm and memorable experience that encourages repeat visits and positive reviews.
**Requirements**:
Diploma in hospitality or equivalent
Command of secondary language such as English, Mandarin, Japanese and/or Korean is an advantage
Strong communication skills, cultural sensitivity, and a passion for hospitality
Experience in similar role is desirable
Articulate, presentable and pleasant grooming
Able to work flexible hours
Due to Local Immigration policies, only Malaysian will be considered.

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