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Company Description
Hyde is much more than a brand – it is a state of mind. We celebrate the true spirit of discovery and the adventure of human connection. Authentically personal and captivating iconic moments.
Job Description
- Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Ensure all members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service
- Meet and greet VIP guests personally and liaise closely with Concierge for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations
- Prepare compendiums prior to guest arrival and check-in system entries as necessary
- Maintain close contact with Concierge for new arrivals and departures
- Update and maintain repeat guest history system with accurate and detailed information
- Promote inter-hotel sales and in-house facilities to enhance guest experience and revenue opportunities
- Send prepared welcome cards and amenities to guest rooms prior to arrival
- Attend to special requests by guests with professionalism and efficiency
- Handle guest complaints and refer them as necessary, ensuring follow-up on corrective actions and guest satisfaction resolution
- Review arrival lists for all arrivals and VIPs to verify room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis to support seamless guest experiences
- Participate in regular meetings with Guest Relations team members and Butlers staff to facilitate communications and ensure smooth operations
- Collect and document guest feedback to identify service improvement opportunities and share insights with management
- Train and mentor junior Guest Relations staff on service standards, systems, and best practices
- Coordinate with multiple departments including Housekeeping, Food & Beverage, and Facilities to ensure exceptional service delivery
- Adhere to all Occupational Health & Safety policies and procedures
- Perform related duties and special projects as assigned by management
Qualifications
- Minimum 2 years of Guest Relations experience preferably in a four or five-star hotel
- Excellent verbal and written communication skills in English; multilingual abilities are highly preferred
- Proven experience in guest relations, hospitality, or customer-facing roles
- Strong interpersonal skills with the ability to build rapport quickly with diverse guests
- Exceptional organizational and time management abilities
- Proficiency with hospitality management systems and basic computer applications
- Outstanding problem-solving and conflict resolution skills
- Professional appearance and demeanor with strong etiquette standards
- Ability to multitask and prioritize effectively in a fast-paced environment
- Flexibility to work various shifts, including evenings and weekends as required
- Ability to remain calm and professional under pressure