Guest Relations Officer

We invite you to join the world of luxury hospitality at Raffles The Palm as we currently looking for Guest Relations Officer. Reporting to the Guest Relations Supervisor / Guest Experience Manager. The Raffles Guest Relations Officer is not defined by the tasks they perform, but by what they make possible for every guest they serve. This is a role of presence, not just procedure. The Guest Relations Officer is the architect of the individual guest journey: the single point of continuity from the moment a reservation is made to the moment a guest steps into the world again, and the reason they return. At Raffles, the Guest Relations Officer is proactive, personal, and fully accountable for the arc of that stay. As Guest Relations Officer their presence is felt rather than seen: available, responsive, and ready to step in whenever a guest needs them. Key Responsibilities Knowledge Hold thorough, practised knowledge of all Guest Relations Service SOPs; not as rules to follow, but as a foundation from which to deliver with confidence and consistency. Remain fully current on Raffles Brand Standards, LQA criteria, Forbes Travel Guide standards, and the expectations that define five-star service globally. Maintain working proficiency across all platforms used to capture, action, and track the guest journey. Demonstrate accurate knowledge of all room categories, suite configurations, F&B offerings, in-house experiences, and property-wide facilities. Stay continuously informed on arriving guests: their profiles, histories, preferences, special occasions, and any intelligence gathered across all touchpoints. Remain current on local culture, seasonal events, and the area’s social landscape to serve as a credible and genuine resource for guests.   The 360° Guest Journey Internalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming. Consistently execute the Top 5 Service Excellence pillars in every guest encounter: Look, Smile, Talk, Listen, and Thank. Operate as the orchestrator of the guest journey; the conductor who ensures every department plays its part at precisely the right moment. Own the guest relationship from pre-arrival to post-departure, not as a series of handoffs, but as a single, unbroken arc of care. Initiate meaningful pre-arrival contact: review profiles with intent, anticipate what has not yet been asked for, and personalise every element of the arrival before the guest lands. Conduct in-room check-ins and room orientations with warmth and genuine curiosity; reading each guest to determine the level of engagement they seek. Correspond with guests via appropriate channels – written, digital, verbal – always in the Raffles tone: considered, elegant, and never transactional. Anticipate needs before they are expressed. A pattern observed becomes a gesture before departure. Be proactively present: visible, attuned, and ready throughout the entire stay. Manage all guest requests with full personal accountability; coordinating across departments, tracking to completion, and following up without being asked. Handle complaints and service failures with ownership and composure: acknowledge, recover, and follow through until the guest's trust is fully restored. Inspect arrival and occupied rooms through a Guest Relations Officer's perspective. Execute Raffles Rituals and special occasion set-ups with precision, creativity, and genuine care for the detail. Offer packing and unpacking service with the discretion and attentiveness that transforms a practical task into a considered experience. Monitor DND and OOO rooms with diligence, acting on welfare concerns immediately and in full accordance with SOP. Maintain impeccable Guest Relations notes: recording preferences, observations, and interactions in a way that serves the next encounter as richly as the current one. Practise genuine, knowledgeable upselling; recommending experiences, dining, and services because they are right for this guest, not to meet a metric. Collaborate daily with Housekeeping, Private Dining, Front Office, Engineering, Concierge, and all relevant departments; communicating with clarity, respect, and shared ownership of the guest outcome. Embody the 'We Are All Butlers' philosophy: treat every colleague as a contributor to the guest journey, and every interaction – internal or external – as a reflection of the Raffles standard. Attend shift briefings, department meetings, and training sessions with active engagement. Contribute to the team's culture through reliability, discretion, and a consistent willingness to support colleagues.