Guest Relations Host

Company description

Hyde is much more than a brand – it is a state of mind. We celebrate the true spirit of discovery and the adventure of human connection. Authentically personal and captivating iconic moments.

Job description

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.
• Ensure all members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service.
• Meet and greet VIP guests personally and liaise closely with Concierge for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check-in system entries as necessary.
• Maintain close contact with Concierge for new arrivals and departures.
• Update and maintain the repeat guest history system with accurate and detailed information.
• Promote inter-hotel sales and in-house facilities to enhance the guest experience and revenue opportunities.
• Send prepared welcome cards and amenities to guest rooms prior to arrival.
• Attend to special requests from guests with professionalism and efficiency.
• Handle guest complaints and refer them as necessary, ensuring follow-up on corrective actions and resolution to the guest’s satisfaction.
• Review arrival lists for all arrivals and VIPs to verify room allocations, amenities, and special requests.
• Prepare requisitions for amenities in a timely manner to support seamless guest experiences.
• Participate in regular meetings with Guest Relations team members and Butler staff to facilitate communication and ensure smooth operations.
• Collect and document guest feedback to identify service improvement opportunities and share insights with management.
• Train and mentor junior Guest Relations staff on service standards, systems, and best practices.
• Coordinate with multiple departments, including Housekeeping, Food & Beverage, and Facilities, to ensure exceptional service delivery.
• Adhere to all occupational health and safety policies and procedures.
• Perform related duties and special projects as assigned by management.

Qualifications

• Minimum of two years of Guest Relations experience, preferably in a four- or five-star hotel.
• Excellent verbal and written communication skills in English; multilingual abilities are highly preferred.
• Proven experience in guest relations, hospitality, or customer-facing roles.
• Strong interpersonal skills, with the ability to build rapport quickly with diverse guests.
• Exceptional organizational and time management abilities.
• Proficiency with hospitality management systems and basic computer applications.
• Outstanding problem-solving and conflict resolution skills.
• Professional appearance and demeanor, with strong etiquette standards.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Flexibility to work various shifts, including evenings and weekends, as required.
• Ability to remain calm and professional under pressure.