Senior Guest Relation Officer

About the role

This role involves supervising and coordinating the daily activities, duty roster, shifts, and assignments of GROs to ensure adequate operational coverage and effective workload distribution. You will coordinate GRO assignments for arrivals, departures, VIP/VVIP guests, special groups, excursions, and other guest movements while ensuring all relevant guest information and special requirements are properly communicated.

Key responsibilities

• Supervise and coordinate the daily activities, duty roster, shifts, and assignments of GROs to ensure adequate operational coverage and effective workload distribution

• Coordinate GRO assignments for arrivals, departures, VIP/VVIP guests, special groups, excursions, and other guest movements while ensuring all relevant guest information and special requirements are properly communicated

• Monitor the quality and consistency of GRO service throughout the guest journey, ensuring proactive communication, proper guest welcoming and farewell, timely follow-up, and compliance with company service standards

• Act as the first escalation point for serious or sensitive guest complaints, take ownership of appropriate service recovery, coordinate with relevant departments and vendors, and ensure issues are followed through to resolution

• Work closely with Operations, Transport, Hotels, Restaurants, Activity Providers, and other relevant vendors to ensure accurate information, smooth guest movements, and effective handling of last-minute requests or operational changes

• Maintain and review daily records of guest feedback, complaints, service recovery, operational incidents, itinerary changes, and outstanding issues, identifying recurring problems and providing recommendations for service and operational improvements

About you

• Minimum Diploma or Bachelor's degree in Tourism, Hospitality, Public Relations, or related fields

• Minimum 1 year in relevant experience is preferred

• Strong communication skills with proficiency in English

• Service-oriented mindset and the ability to handle guest complaints professionally

• Able to build effective relationships with guests, vendors, and internal teams

• Proficient in email and Microsoft Office

• Strong multitasking and problem-solving skills