Guest Relations Officer – Luxury Hotel

About the role

The Guest Relations Officer delivers a memorable and seamless experience for guests throughout their stay at a luxury hotel. Working closely with the Front Office and Guest Services teams, the role combines proactive service, operational support, and detailed knowledge of hotel facilities.

Key responsibilities

• Greet and escort VIP and limousine guests, ensuring a smooth in‑room check‑in.
• Maintain a tidy, well‑presented desk and adhere to hotel policies and safety standards.
• Coordinate with Bell Captains, Guest Services, and the Ritz‑Carlton Club concierge to fulfil luggage and special request handling.
• Update daily showroom availability and manage showroom key access.
• Support the Express Check‑In program and limousine bookings, guaranteeing rooms are ready on arrival.
• Provide guests with accurate information on hotel services, facilities, and upcoming events.
• Participate in daily line‑up meetings with the Front Office team.

Required profile

• Professional appearance, well‑groomed, and able to wear a clean, smart uniform.
• Strong interpersonal skills and the ability to build positive relationships with colleagues.
• Ability to stand, walk, and move objects up to 10 lb for extended periods.
• Attention to detail and commitment to maintaining confidentiality and quality standards.

Required skills

• Excellent verbal communication in English.
• Knowledge of hotel services, facilities, and event schedules.
• Basic organisational and reporting abilities.