The Client Relations Officer is responsible for delivering a high standard of guest service and ensuring a positive guest experience throughout the stay. The role serves as a primary point of contact for guests, handling check-ins, guest requests, cashiering duties, and service recovery while supporting smooth Front Office operations and maintaining guest satisfaction.
Requirements
- Welcome and attend to guests in a friendly, professional, and courteous manner at all times.
- Handle guest check-in and check-out processes, including reservation verification, room assignment, and issuance of room keys.
- Respond promptly and professionally to guest enquiries, requests, feedback, and complaints to ensure guest satisfaction.
- Perform Front Office cashiering duties, including processing cash and credit card transactions in accordance with established procedures.
- Ensure all guest requests and operational issues are communicated to relevant departments for timely follow-up and resolution.
- Work closely with supervisor and team members to ensure smooth daily Front Office operations.
- Assist in ensuring sufficient manpower coverage across Front Office operational areas where required.
- Up-sell rooms and promote property facilities and services to maximise revenue opportunities.
- Support reservations-related activities including bookings, amendments, cancellations, and room status updates when required.
- Conduct site inspections to maximise revenue opportunities
- Assist in maintaining the daily operations and cleanliness of guest facilities
- Promote teamwork and maintain effective communication with internal departments to support operational efficiency and guest satisfaction.
- Perform any other ad hoc duties assigned by Management.
Qualifications
- Diploma in Hospitality Operations, or equivalent qualification preferred.
- Prior experience in Front Office, guest relations, concierge, or customer service roles is an advantage.
- Strong customer service and interpersonal skills.
- Good verbal and written communication skills.
- Pleasant, professional, and service-oriented personality.
- Ability to multitask and work effectively in a fast-paced environment.
- Good problem-solving and guest handling skills with customer-focused mindset.
- Able to perform shift work, including weekends and public holidays where required.
- Basic computer literacy and familiarity with Front Office or reservation systems preferred.
Working location will be at Stamford Place - 61 Stamford Road