Guest Relations Officer

Key Responsibilities:
1. Guest Interaction & Relations:
- Maintain a friendly, cheerful, and professional demeanor at all times, ensuring that all guest interactions reflect the values of The Joyful Nest.
- Ensure prompt and effective handling of all guest inquiries, requests and complaints, resolving them amicably and professionally.
2. Guest Satisfaction:
- Responsible for maximizing guest satisfaction throughout their postpartum stay by providing attentive service, anticipating needs, and resolving any concerns.
- Collect guest feedback and communicate with management to continually improve the guest experience.
3. Personalized Care for Guests:
- Coordinate and manage all necessary arrangements for the mother and baby before arrival, during their stay, and post-departure follow-ups.
- Provide personalized recommendations and assistance based on the individual needs and preferences of each guest.
4. Room Preparation:
- Ensure rooms are prepared according to our standard guidelines on safety, cleanliness, and luxury setup before guest arrival.
- Collaborate with housekeeping and maintenance to ensure all rooms are set at the highest standards for comfort and safety.
5. Hospitality Services:
- Liaise with guests for all the transport needs.
- Coordinate all food requests accordingly.
- Delivery of daily meals on time.
6. Guest Information and Assistance:
- Provide detailed and comprehensive information on all our services, amenities, and facilities to enhance guest experience.
- Conduct guided tours for potential guests, offering detailed insights into our personalized service and care options.
7. Events & Special Occasions:
- Organize all special events such as Full Moon celebrations, photography sessions, and other family-centered activities.
- Liaise with other departments to ensure seamless execution of events, paying attention to all details to ensure a memorable experience for the families.
8. Operational Coordination:
- Serve as the key point of communication between guests and various departments, ensuring efficient and smooth daily operations.
- Coordinate closely with the medical team, kitchen staff, and housekeeping to ensure guest needs are communicated effectively and handled efficiently.
9. Professional Development:
- Continuously stay updated on best practices in luxury hospitality and postpartum care, undergoing training sessions as required.
- Assist in training new staff members, ensuring they meet the service expectations.