Guest Relations Agent

About the Hotel

The Position

Key Roles and Responsibilities

• Provide personal recognition and prompt, cordial attention from guest arrival through departure.
• Ensure members receive benefits and repeat guests and VIPs receive special recognition and service.
• Personally meet and greet VIP guests.
• Coordinate with Concierge and Butler teams on events, promotions, limousine needs, and VIP requests.
• Prepare compendiums and update the system before guest arrival when necessary.
• Maintain contact with Airport Concierge for arrivals and departures.
• Update and maintain repeat guest history records.
• Promote inter-hotel sales and in-house facilities.
• Send welcome cards and amenities to rooms before guest arrival.
• Handle guest requests and complaints and follow up on corrective action.
• Review arrival lists and VIPs for room allocations, amenities, and special requests.
• Prepare timely requisitions for guest amenities and perform assigned related duties.

Required Qualifications

• Associate degree or diploma in Hotel Management, Hospitality, or an equivalent professional qualification.
• At least 2 years of professional experience in Guest Relations, Front Desk Operations, or hospitality customer service.
• Fluent written and verbal English proficiency.
• Excellent interpersonal and communication skills.
• Strong organization, time management, attention to detail, stress management, and teamwork skills.
• Professional presentation and personal grooming standards.
• Proficiency with hotel property management systems and basic computer applications.

Preferred Qualifications

• Experience with Opera or similar hospitality software.
• Multilingual capabilities.
• Certification in hospitality customer service or guest relations.
• Experience in a luxury or upscale hotel environment.
• Initiative in creating personalized guest experiences and identifying service opportunities.
• Conflict resolution, problem-solving, and cultural awareness capabilities.

Salaries and Benefits

• The posting states that a competitive salary is offered.
• Duty meals, including meal and coffee-break coverage, are provided.
• Vacation tickets or related hotel benefits are provided.
• Medical insurance is provided.