Guest Relations Officer

About the role

The Guest Relations Officer will be the face of Portaluna, a Morgans Originals Hotel, delivering the brand’s service standards to every guest. You will welcome guests, provide orientation to hotel facilities, and offer personalized recommendations to enhance their stay.

Key responsibilities

• Demonstrate Banyan Tree’s brand service standards in all guest interactions.
• Escort guests and give a brief orientation of the hotel’s facilities and services.
• Provide tailored recommendations on dining, activities, spa services and local attractions.
• Maintain open communication, answer questions, and resolve inquiries or complaints promptly.
• Liaise with Housekeeping, Concierge, Spa and other departments to fulfil guest requests.
• Manage Accor enrolments and encourage guest enrolment to meet targets.
• Conduct courtesy calls, maintain guest records, and perform daily credit limit checks.
• Stay updated on resort services, promotions, and local events to share accurate information.
• Perform any additional duties assigned by management.

Required profile

• Minimum 2 years experience in a similar role within a luxury hospitality environment.
• Outstanding guest service skills, professional presentation and sophisticated communication.
• Proficient in English (verbal & written); Russian language proficiency is an asset.
• Ability to handle multiple tasks in a fast‑changing environment while remaining calm.
• Flexibility regarding working hours.
• Hospitality diploma or equivalent qualification.

Required skills

• English language proficiency.
• Russian language proficiency (asset).
• Hospitality education background.