Guest Relations Officer

Job Summary:

The Guest Relationship Officer (GRO) ensures a welcoming and professional environment for visitors by greeting and assisting guests, coordinating with reception, café, and security teams, managing visitor processes, and supporting front office operations to deliver excellent customer service.

Job Responsibilities:

Welcome and assist guests, visitors, and clients in a professional and friendly manner.

Manage guest and visitor inquiries, complaints, and feedback, ensuring timely and effective resolution.

Maintain accurate guest and visitor records and update information in the visitor management system.

Coordinate with relevant departments (facilities, administration, security, housekeeping, café, etc.) to fulfill guest and visitor requirements.

Ensure high standards of customer service and hospitality are maintained at all times.

Monitor guest satisfaction and recommend improvements to enhance service quality.

Handle incoming and outgoing phone calls, emails, and walk-in inquiries professionally.

Manage front desk operations, including visitor registration as per requirement

Manage meeting room reservations, scheduling, and coordination to ensure availability and proper setup.

Receive and distribute mail, couriers, and deliveries, and maintain records.

Maintain cleanliness, organization, and professional appearance of the reception and guest areas.

Assist with administrative tasks such as scheduling, documentation, and record keeping.

Follow company policies, procedures, and service standards at all times.

Required Skills:

Bachelor’s degree or diploma in hospitality, business administration, or related field

Excellent communication and interpersonal skills

Customer-focused attitude with problem-solving abilities

Proficiency in MS Office and basic office systems

Professional appearance and etiquette

Ability to work independently with minimal supervision

Good time management and organizational skills

Trustworthy, punctual, and responsible

Ability to follow instructions and office protocols

Willingness to work flexible hours, including after office hours when required

Experience:

Minimum: 3 years

Preferred: 5 years

Education/Qualification:

Minimum: Bachelor’s degree

Preferred: Bachelor’s degree or diploma in hospitality, business administration, or related field

Location

Islamabad