Guest Relations Agent

Hotel Overview

Position Overview

Key Responsibilities

• Recognize guests personally and provide prompt, cordial attention throughout their stay.
• Ensure members receive benefits and repeat guests and VIPs receive special recognition.
• Meet and greet VIP guests personally.
• Coordinate with Concierge and Butler teams on events, promotions, transportation, and VIP requests.
• Prepare compendiums and update guest information systems before arrival.
• Coordinate with Airport Concierge on arrivals and departures.
• Maintain repeat guest history records.
• Promote inter-hotel sales and in-house facilities.
• Arrange welcome cards and amenities before guest arrival.
• Handle guest requests and complaints and follow up on corrective action.
• Review arrival lists, room allocations, amenities, and special requests.
• Prepare timely requisitions for guest amenities.

Required Qualifications

• Associate degree or diploma in Hotel Management, Hospitality, or an equivalent professional qualification.
• At least 2 years of guest relations, front desk operations, or hospitality customer service experience.
• Fluent written and verbal English.
• Excellent interpersonal and communication skills.
• Strong organization, time management, and attention to detail.
• Ability to manage stress and remain resilient in a fast-paced environment.
• Team collaboration skills and commitment to supporting colleagues.
• 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.
• Conflict resolution and problem-solving capabilities.
• Cultural awareness in a multicultural workplace.

Compensation and Benefits

• Competitive salary is offered.
• Duty meals and coffee breaks are provided.
• Vacation tickets and hotel benefits are provided.
• Medical insurance is provided.