The Guest Relations Agent is responsible for providing exceptional customer service to hotel guests, ensuring their experience is smooth, personalized, and memorable. This role involves welcoming guests, addressing their needs and concerns, and serving as a point of contact for any special requests or issues during their stay. The Guest Relations Agent plays a vital role in maintaining guest satisfaction and building brand loyalty.

1. Guest Experience & Welcome:

   • Greet and welcome guests upon arrival, ensuring a warm and personalized check-in experience.
   • Anticipate guest needs and preferences, offering customized services to enhance guest satisfaction.
   • Escort VIP guests to their rooms and provide a tour of the hotel’s amenities and services.

2. Guest Assistance & Issue Resolution:

   • Respond promptly to guest inquiries, complaints, and requests, ensuring timely solutions.
   • Coordinate with relevant departments (housekeeping, maintenance, food & beverage) to meet guest needs.
   • Follow up on guest satisfaction and ensure all issues are resolved before check-out.

3. Information & Recommendations:

   • Provide guests with information on hotel facilities, local attractions, dining options, and events.
   • Make restaurant, transportation, and activity reservations for guests.

4. Records & Administration:

   • Update guest profiles with preferences, special requests, and feedback to ensure personalized service during future visits.
   • Maintain accurate records of guest interactions and follow-ups using the hotel’s property management system (PMS).

5. Guest Departure:

   • Assist with guest check-out, ensuring a smooth departure experience.
   • Collect guest feedback and report it to the Guest Relations Manager for service improvement.

• High school diploma or equivalent (a degree in hospitality or a related field is a plus).
• Previous experience as a Guest Relations Agent, Front Desk Agent, or in a customer service role.
• Proficiency in hotel property management systems (e.g., Opera, Fidelio) is preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional under pressure.
• Multilingual abilities are an advantage.

This role involves standing for long periods and interacting with guests from diverse backgrounds. The Guest Relations Agent may be required to work in shifts, including evenings, weekends, and holidays, to accommodate guest needs.

The Guest Relations Agent is responsible for providing exceptional customer service to hotel guests, ensuring their experience is smooth, personalized, and memorable. This role involves welcoming guests, addressing their needs and concerns, and serving as a point of contact for any special requests or issues during their stay. The Guest Relations Agent plays a vital role in maintaining guest satisfaction and building brand loyalty.

1. Guest Experience & Welcome:

   • Greet and welcome guests upon arrival, ensuring a warm and personalized check-in experience.
   • Anticipate guest needs and preferences, offering customized services to enhance guest satisfaction.
   • Escort VIP guests to their rooms and provide a tour of the hotel’s amenities and services.

2. Guest Assistance & Issue Resolution:

   • Respond promptly to guest inquiries, complaints, and requests, ensuring timely solutions.
   • Coordinate with relevant departments (housekeeping, maintenance, food & beverage) to meet guest needs.
   • Follow up on guest satisfaction and ensure all issues are resolved before check-out.

3. Information & Recommendations:

   • Provide guests with information on hotel facilities, local attractions, dining options, and events.
   • Make restaurant, transportation, and activity reservations for guests.

4. Records & Administration:

   • Update guest profiles with preferences, special requests, and feedback to ensure personalized service during future visits.
   • Maintain accurate records of guest interactions and follow-ups using the hotel’s property management system (PMS).

5. Guest Departure:

   • Assist with guest check-out, ensuring a smooth departure experience.
   • Collect guest feedback and report it to the Guest Relations Manager for service improvement.

• High school diploma or equivalent (a degree in hospitality or a related field is a plus).
• Previous experience as a Guest Relations Agent, Front Desk Agent, or in a customer service role.
• Proficiency in hotel property management systems (e.g., Opera, Fidelio) is preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional under pressure.
• Multilingual abilities are an advantage.

This role involves standing for long periods and interacting with guests from diverse backgrounds. The Guest Relations Agent may be required to work in shifts, including evenings, weekends, and holidays, to accommodate guest needs.