Guest Relations Agent
About The Position
The Guest Relations Agent supports guest relations in a luxurious hotel environment, working under the guidance of the Guest Relations Manager. The role focuses on helping ensure that every guest has an exceptional, seamless, and personalized stay while providing an opportunity to develop hands-on hospitality experience. The agent assists with guest satisfaction, concierge services, communication, and resolving complaints or concerns. They help support VIP guests by preparing arrival lists, arranging and delivering amenities, assisting with reservations, greeting VIPs, and serving as a contact during their stays. The role also involves learning hotel systems and gaining knowledge of the property's facilities, services, and local attractions. The agent collaborates with Front Office, Housekeeping, Food and Beverage, and Engineering to coordinate requests and contribute to a smooth guest experience.
Responsibilities
- Assist in providing seamless, personalized guest experiences and supporting guest satisfaction.
- Learn and navigate SAP to assist with room allocation, upgrades, and updating guest notes.
- Use email and manage Guest Review Management (Review Pro) and Incident Software (HUB).
- Provide guests with information and recommendations, and assist with booking local services and experiences.
- Communicate clearly and professionally, answer telephones with appropriate etiquette, address guest needs, and help resolve issues promptly.
- Identify and help resolve guest complaints or issues.
- Support culturally sensitive service for international guests.
- Support VIP guests by creating VIP arrival lists, arranging and assisting with amenity delivery and reservations, greeting VIP guests, and serving as a point of contact during their stays.
- Develop in-depth knowledge of hotel facilities, services, and local attractions to provide accurate information.
- Coordinate guest requests with Front Office, Housekeeping, Food and Beverage, and Engineering.
- Maintain positive working relationships and support the team in reaching common goals.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
