Position Summary:

The Guest Relations Officer is responsible for delivering exceptional and memorable guest experiences through personalized, premium service. As a key member of the Guest Relations Team, this role serves as the main liaison between guests and all Hotel and Marine Departments, proactively anticipating and addressing guest needs and expectations.

The Guest Relations Officer demonstrates outstanding hospitality, communication, organizational, and decision-making skills, with strong attention to detail and full accountability for guest satisfaction. This role also ensures the smooth operation, orderliness, and emergency preparedness of Front Desk Operations, both front and back of house.

Key Responsibilities:

• Perform all duties in accordance with Company service standards, Standards of Excellence, Public Health guidelines, KPIs, environmental, and safety policies.
• Maintain a professional presence and emergency preparedness within Front Desk Operations.
• Act as the brand representative and primary voice for guest relations in all interactions and communications.
• Deliver impeccable personalized service to guests, crew, and internal stakeholders.
• Collect and analyze operational data including guest volume, desk activity, and service trends.
• Communicate inventory, system access, and maintenance requirements.
• Ensure accuracy and diligence in financial transactions and cash float management.
• Handle escalated guest concerns with empathy, professionalism, and active listening.
• Lead by example as an Officer by demonstrating calm composure, respect, and accountability.
• Promote cleanliness, orderliness, and safety across guest and crew areas.
• Take full ownership of guest and crew-related situations requiring leadership and direction.

Qualifications:

• Minimum of two (2) years of guest-facing service experience in a luxury environment.
• High school diploma or equivalent education, training, or experience.
• Well-groomed appearance with a warm and welcoming demeanor.
• Strong emotional intelligence and conflict resolution skills.
• Ability to perform all assigned responsibilities and reasonable company requests.

Physical & Language Requirements:

• Ability to stand for extended periods and operate computer systems.
• Regular walking, reaching, handling, and manual tasks.
• Ability to lift and move up to 50 pounds.
• Good vision including close, distance, color, peripheral, and depth perception.
• Full physical capability to participate in emergency drills and lifesaving procedures.
• Full use of limbs, hearing, and communication abilities for emergency response.
• Clear, professional, and courteous spoken English.
• Ability to read and write English to understand procedures and documentation.
• Ability to communicate effectively in written and verbal form.
• Additional languages (Spanish, French, German) are preferred.

• Register your profile with OSM Thome Recruitment tool on https://jobs.osmthome.com/jobs
• Upload your English CV to OSM Thome.