Guest Relations Host SLS

The Guest Relations Host is responsible for delivering exceptional, personalized service to guests throughout their stay. The role focuses on anticipating guest needs, handling requests and feedback, resolving issues promptly, and ensuring a seamless and memorable luxury experience. It also involves coordinating with different hotel departments to enhance guest satisfaction and maintain high service standards.

KEY RESPONSIBILITIES

• Welcome and engage with guests in a warm, professional, and personalized manner
• Anticipate guest needs and provide proactive service throughout their stay
• Handle guest inquiries, requests, feedback, and complaints promptly and effectively
• Coordinate with departments such as Housekeeping, F&B, and Concierge to fulfill guest needs
• Ensure all guest preferences and special requests are recorded and communicated accurately
• Assist with VIP arrivals, special occasions, and personalized guest experiences
• Monitor guest satisfaction and follow up to ensure issues are fully resolved
• Maintain detailed records of guest interactions, preferences, and feedback
• Support check-in and check-out processes when required
• Promote hotel services, amenities, and experiences to enhance guest satisfaction
• Handle service recovery situations professionally to maintain guest loyalty
• Ensure smooth communication between guests and hotel departments
• Maintain high standards of luxury service and hospitality etiquette
• Respond to guest messages, calls, and digital requests in a timely manner
• Assist in organizing guest activities, reservations, and special arrangements
• Ensure confidentiality and privacy of guest information at all times
• Contribute to continuous improvement of guest experience standards
• Support management in achieving guest satisfaction and service excellence goals

• Diploma or Bachelor s degree in Hospitality Management, Tourism, or related field
• 1 3+ years of experience in guest services, front office, concierge, or hospitality roles (luxury hotel experience preferred)
• Strong understanding of luxury hospitality standards and guest service principles
• Familiarity with hotel operations and Property Management Systems (PMS) is an advantage
• Proficiency in Microsoft Office applications and communication tools
• Fluency in English; additional languages are an advantage