Guest Relations Officer - 5 Star Hospitality

Role Overview

A luxury hospitality operation is seeking a Guest Relations Officer to deliver polished, personalised service throughout the guest journey.

This position combines day-to-day delivery with accurate administration, timely follow-through and professional coordination with the people and teams who rely on the role.

Responsibilities

The successful candidate will be expected to take ownership of the following areas:

• Welcome guests and coordinate arrival, stay and departure experiences. Maintain clear records, communicate progress and escalate exceptions promptly where required.
• Respond to requests, resolve concerns and follow through on service recovery. Maintain clear records, communicate progress and escalate exceptions promptly where required.
• Communicate with lodge, reservations, housekeeping and operational teams. Maintain clear records, communicate progress and escalate exceptions promptly where required.
• Maintain accurate guest notes and uphold presentation standards. Maintain clear records, communicate progress and escalate exceptions promptly where required.

Requirements

Applicants should be able to demonstrate the following capabilities in a structured, deadline-driven working environment:

• Hospitality or guest-relations experience in a premium environment. Apply sound judgement, dependable follow-through and a collaborative working style.
• Warm, professional communication and strong service instincts. Apply sound judgement, dependable follow-through and a collaborative working style.
• Organised, discreet and comfortable working shifts. Apply sound judgement, dependable follow-through and a collaborative working style.
• Additional language skills and local-area knowledge are beneficial. Apply sound judgement, dependable follow-through and a collaborative working style.

Success Profile

Success in this role will come from combining technical or functional competence with sound organisation, clear communication, attention to detail and a consistent focus on quality, service and safe working practices.