Job Title: Guest Relations Officer
Location: Kandy, Central Province, Sri Lanka (On-site)
Company: Hotel Cassendra Pvt Ltd
About Us
Hotel Cassendra is a leading hospitality provider in the heart of Kandy, known for delivering exceptional guest experiences and personalized service. Nestled amidst cultural landmarks and natural beauty, we pride ourselves on creating warm and memorable stays for all our visitors. We are now seeking a Guest Relations Officer to join our passionate front office team.
Position Overview
We are looking for a courteous, energetic, and professional Guest Relations Officer to serve as the face of our hotel and ensure a seamless experience for all guests. As a key part of our front office operations, you will handle guest inquiries, facilitate smooth check-ins/check-outs, manage complaints, and provide concierge services with genuine care and attention to detail.
Key Responsibilities
- Greet guests warmly and ensure a smooth check-in/check-out process
- Handle guest inquiries, requests, and concerns promptly and professionally
- Coordinate with housekeeping, F&B, and other departments to enhance guest satisfaction
- Maintain accurate guest records and reservations
- Provide local information, directions, and personalized recommendations
- Ensure compliance with hotel standards and protocols for guest services
- Handle receptionist duties including phone calls, emails, and bookings
Qualifications
- Prior experience in customer service or hospitality preferred
- Excellent communication and interpersonal skills
- Strong organizational skills and attention to detail
- Ability to handle high-pressure situations with professionalism
- Fluent in English; knowledge of other languages is a plus
- Familiarity with hotel management software is an advantage
- A welcoming personality with a passion for hospitality
Why Join Hotel Cassendra?
- Be part of a vibrant and guest-focused team in one of Sri Lanka’s top tourist destinations
- Opportunities for career advancement within the hotel industry
- Work in a supportive and team-oriented environment
- Competitive compensation and on-site benefits
Frequently Asked Questions (FAQs)
Is prior hotel experience required for this role?
While prior experience in hospitality is preferred, we also welcome candidates with strong customer service backgrounds and a passion for guest satisfaction.
What are the working hours for this position?
This is a full-time, shift-based role which may include weekends and holidays, as we operate 24/7 to serve our guests.
Are there training opportunities for career growth?
Yes, Hotel Cassendra provides regular training sessions and encourages internal promotions for high-performing staff.