Guest Relation Officer (Villa Management)

Role Summary:

The Guest Relation Officer (GRO) is responsible for delivering exceptional on-site guest experiences, including handling VIP check-ins/check-outs, conducting mandatory courtesy visits, managing guest messages within their coverage area, and ensuring high standards of service and guest satisfaction.

Key Responsibilities:

VIP Guest Management

• Handle VIP 1 & VIP 2 guest check-ins and check-outs with a personalized and professional approach.

• Manage the entire journey of VIP guests, from a seamless arrival experience to a thoughtful farewell.

• Maintain VIP guest profiling, recording preferences, special requests, and feedback for future stays.

Courtesy Visits & Regular Guest Care

• Conduct mandatory courtesy visits according to the following policy:

• Premium Properties (ADR $200+): First-night courtesy visit for guests staying 2 nights or more.

• Complaint Guests: Daily courtesy visits starting from the day the issue is raised until the problem is resolved and the guest feels recovered, including a farewell on check-out.

• Long-Stay Guests (5 nights and up, ADR $100+): Courtesy visit on the first night and every 3 days throughout their stay.

• Perform courtesy visits for regular guests to ensure comfort, address needs, and enhance their stay experience.

Guest Communication & On-Site Support

• Work closely with Guests Support Team to serve as the primary point of contact for guest messages (WhatsApp, OTA chat, or other platforms) within the assigned area.

• Provide on-site assistance, responding to inquiries and requests promptly.

• Resolve guest concerns directly and escalate complex issues to the GRM when necessary.

• Coordinate with housekeeping, maintenance, and area managers to ensure quick and efficient guest request handling.

Guest Feedback & Reputation

• Encourage guests to share positive reviews on OTA platforms and Google Business.

• Report all guest feedback, complaints, and unresolved issues to the GRM for continuous improvement

Service Quality & Recovery

• Deliver exceptional, personalized service that reflects Betterplace’s commitment to guest satisfaction.

• Handle guest complaints with empathy and proactive problem-solving, ensuring issues are resolved and guests feel cared for.