Guest Relations/Reservation Officer at Domeo Resources International (DRI)

Main Function

The Guest Relations and Reservations Officer ensures exceptional guest experiences by managing personalised guest interactions and handling reservation processes with precision and luxury service standards. This role is responsible for welcoming VIP guests, managing pre-arrival communication, coordinating special requests, and ensuring accurate reservation handling to optimise occupancy and guest satisfaction.

Guest Relations Responsibilities

• Welcome guests warmly upon arrival, ensuring a personalised and seamless experience
• Manage VIP arrivals, in-room check-ins, special amenities, and personalised service touches
• Handle guest concerns proactively, ensuring efficient resolution and positive service recovery
• Maintain ongoing communication with guests throughout their stay to anticipate needs

Reservations Responsibilities

• Manage daily reservations via phone, email, online channels, and travel partners
• Ensure accuracy in room bookings, rate codes, payment details, and guest profiles in PMS
• Provide guests with information on room types, packages, promotions, and hotel facilities
• Coordinate pre-arrival arrangements, including transport, special occasions, and room preferences

Communication and Coordination

• Liaise with front desk, housekeeping, F&B, and concierge to deliver personalised guest experiences
• Ensure all special requests and VIP details are communicated and executed flawlessly
• Collaborate with sales and revenue teams regarding group bookings and corporate clients

Administration and Reporting

• Maintain accurate reservation records, daily arrival lists, and guest preference logs
• Prepare reports on occupancy, booking trends, and guest feedback when required
• Update guest history and preference profiles to support personalised future stays

Lobby and Guest Experience Support

• Assist with guest check-ins and check-outs