KEY ROLES & RESPONSIBILITIES Oversee all aspects of Guest Relations to maximise guest satisfaction, ensuring personal recognition and prompt, cordial attention from arrival through departureManage VIP services, including personal greetings, special recognition, and tailored amenities for members and repeat guestsLiaise closely with Concierge, Front Office, F&B, and other departments to coordinate guest services, hotel events, and special requestsOversee guest arrival and departure processes, including room allocations, welcome preparations, and coordination with Airport ConciergeHandle guest complaints and special requests efficiently, ensuring timely follow-up and resolutionMaintain and update guest information systems, including repeat guest history and VIP profilesPromote inter-hotel sales and in-house facilities to enhance guest experience and increase revenueParticipate in regular cross-departmental meetings to facilitate smooth operations and effective communication 
