Guest Relations Officer (GRO) Job Description
A Guest Relations Officer (GRO) ensures that guests have a pleasant and memorable experience by providing high-quality customer service, handling inquiries, resolving concerns, and assisting with various guest needs. GROs are commonly employed in hotels, resorts, restaurants, events venues, and hospitality businesses where exceptional guest experience is a priority.
The role requires excellent communication skills, strong customer service orientation, and the ability to multitask in fast-paced environments. Guest Relations Officers help build customer loyalty by ensuring guests feel valued, welcomed, and fully supported throughout their stay or visit.
Key Responsibilities
- Welcome guests warmly and provide friendly, professional assistance.
- Address guest inquiries regarding services, facilities, schedules, and amenities.
- Resolve guest complaints or escalate them to the appropriate department when necessary.
- Assist with reservations, bookings, check-ins, and check-outs (if applicable).
- Coordinate with housekeeping, front desk, F&B, and other departments to fulfill guest requests.
- Provide information about promotions, ongoing events, or special programs.
- Maintain guest records and document service concerns or feedback.
- Monitor guest satisfaction and ensure service standards are consistently met.
Required Skills & Qualifications
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal abilities.
- Professional appearance and warm, friendly demeanor.
- Ability to multitask and remain calm under pressure.
- Basic computer and administrative skills.
- Good problem-solving and conflict-resolution abilities.
- Willingness to work shifting schedules, weekends, and holidays.
Educational Requirements
- College level or college graduate, preferably in Hospitality Management, Tourism, HRM, or related fields.
- Experience in customer service or hospitality industries is an advantage.
- Fresh graduates with strong communication skills are encouraged to apply.
Sample Job Posting
We are looking for a friendly and reliable Guest Relations Officer (GRO) to join our hospitality team. The ideal candidate will assist guests with inquiries, provide exceptional service, and support hotel or facility operations to ensure a positive guest experience.
- Location: [Hotel/Resort/Establishment Location]
- Employment Type: Full-time
- Schedule: Shifting schedules
- Salary: [Insert Salary Range]
Qualified applicants may send their resume to [Email Address] or visit us at [Company Address] for walk-in applications.