- Job Purpose
The Guest Relations & Guest Experience Officer is responsible for monitoring, managing, and enhancing the complete guest journey at The Key Beirut, ensuring that every guest receives a personalized, seamless, and memorable experience.
The role covers all stages of the guest experience, starting from the initial inquiry and pre-arrival communication, continuing throughout check-in and the entire stay, and extending to post-departure follow-up.
The position serves as a key point of contact between guests and the hotel's various departments, ensuring that guest expectations are anticipated, requests are addressed promptly, and service standards are consistently maintained.
- Key ResponsibilitiesA. Pre-Arrival Experience
- Review upcoming arrivals and VIP reservations on a daily basis.
- Contact guests prior to arrival to confirm their reservation details, arrival time, transportation requirements, and special requests.
- Identify guest preferences, special occasions, dietary requirements, and any personalized arrangements.
- Coordinate with the relevant departments to ensure all special requests and amenities are prepared before arrival.
- Follow up on pending inquiries and assist guests with any questions before their stay.
- Ensure that guests receive all necessary pre-arrival information, including hotel facilities, services, and directions.
B. Arrival Experience
- Personally welcome and assist VIPs, regular guests, and special arrivals when required.
- Ensure that the arrival experience is smooth, warm, and personalized.
- Coordinate with the Front Office team to ensure rooms are ready and special arrangements are in place.
- Verify that welcome amenities, room preferences, and special requests have been properly delivered.
- Escort guests to their rooms when appropriate and introduce them to the hotel's facilities and services.
- Identify potential service issues during arrival and ensure immediate resolution.
C. In-House Guest Experience
- Conduct regular guest follow-ups to ensure satisfaction throughout the stay.
- Maintain regular communication with in-house guests and anticipate their needs.
- Conduct courtesy calls and personalized visits when appropriate.
- Monitor guest requests, complaints, and feedback, ensuring timely follow-up and resolution.
- Coordinate with Housekeeping, Engineering, Food & Beverage, Spa, and other departments to ensure smooth service delivery.
- Promote the hotel's facilities and services, including Kopper Bistro Bar, The Cellar, Spa, Gym, and other available amenities.
- Identify opportunities to enhance the guest experience through personalized gestures and thoughtful recommendations.
- Monitor long-stay guests and maintain regular contact to ensure their comfort and satisfaction.
- Ensure that recurring guest preferences are recorded and communicated to the relevant teams.
D. Departure Experience
- Follow up with guests prior to departure to ensure a smooth check-out experience.
- Coordinate with the Front Office team regarding transportation, luggage assistance, billing concerns, and any special departure arrangements.
- Personally bid farewell to VIPs and special guests whenever possible.
- Ensure that any outstanding complaints or concerns are addressed before departure.
- Collect guest feedback regarding their overall experience.
E. Post-Stay Experience
- Contact guests after departure to thank them for choosing The Key Beirut.
- Send personalized follow-up messages and request feedback or online reviews when appropriate.
- Monitor guest satisfaction comments and online reviews across relevant platforms.
- Follow up on any negative feedback or unresolved concerns and coordinate corrective actions.
- Maintain a guest database containing preferences, feedback, special occasions, and service history.
- Identify opportunities to encourage repeat visits and strengthen guest loyalty.
- Maintain communication with corporate clients, frequent guests, and long-stay guests where appropriate.
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Guest Journey Monitoring & Quality Assurance
- * Monitor the complete guest journey and identify gaps or inconsistencies in service delivery.
- Conduct regular checks at different guest touchpoints, from reservation confirmation to post-stay communication.
- Ensure that the hotel's service standards and guest experience procedures are consistently followed.
- Prepare guest journey reports highlighting feedback, recurring issues, and areas for improvement.
- Coordinate with department heads to ensure that corrective actions are implemented.
- Proactively identify opportunities to exceed guest expectations.
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Coordination & Communication
- * Act as a communication bridge between guests and the hotel's operational departments.
- Maintain an updated daily VIP and special-arrival report.
- Ensure proper handover of guest requests and pending matters between shifts.
- Work closely with the Front Office Manager to address guest concerns and improve service delivery.
- Participate in departmental meetings and provide feedback on guest satisfaction trends.
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Required Skills & Qualifications
- * Previous experience in Guest Relations, Front Office, or Hospitality Operations.
- Excellent verbal and written communication skills in English and Arabic. French is an advantage.
- Strong interpersonal and customer service skills.
- Excellent organizational and follow-up abilities.
- Professional appearance and positive attitude.
- Ability to anticipate guest needs and handle complaints diplomatically.
- Strong attention to detail and problem-solving skills.
- Good knowledge of hotel operations and guest service standards.
- Proficiency in hotel management systems and Microsoft Office.
- Ability to work independently and coordinate effectively with different departments.
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Key Performance Indicators (KPIs)Performance will be evaluated based on:
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Guest satisfaction scores and overall guest feedback.
- Guest complaint resolution and follow-up efficiency.
- Completion of pre-arrival and post-stay communication.
- Accuracy and completeness of guest preference records.
- VIP and special-arrival preparation compliance.
- Online reputation and guest review management.
- Repeat guest engagement and loyalty.
- Effectiveness in identifying and resolving service gaps.
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Compliance with The Key Beirut's guest experience standards.
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Expected OutcomeThe ultimate objective of this position is to ensure that no stage of the guest journey is overlooked.
Every guest should feel recognized before arrival, welcomed upon arrival, cared for throughout the stay, appreciated upon departure, and remembered after leaving The Key Beirut.
