Guest Relations Agent

About the hotel

Role purpose

Guest relations and service

• Recognize guests and provide prompt, cordial attention from arrival through departure.
• Ensure members receive benefits and repeat guests and VIPs receive special recognition and service.
• Personally meet and greet VIP guests and attend to special guest requests.
• Handle complaints, refer them as needed, and follow up on corrective actions.

Coordination and guest preparation

• Coordinate with Concierge and Butler teams on events, restaurant promotions, limousine requirements, and VIP requests.
• Prepare guest compendiums before arrival and check details into the system when necessary.
• Coordinate with Airport Concierge on arrivals and departures.
• Prepare welcome cards and room amenities before arrival; review arrival lists, room allocations, and special requests.
• Maintain repeat-guest history, promote hotel facilities and inter-hotel sales, and requisition amenities on time.
• Perform other assigned duties and special projects.

Required qualifications

• Associate degree or diploma in Hotel Management, Hospitality, or equivalent professional qualification.
• At least two years of Guest Relations, Front Desk Operations, or Customer Service experience in hospitality.
• Fluent written and verbal English; strong interpersonal and communication skills.
• Strong organization, time management, and attention to detail; resilience in fast-paced settings.
• Team collaboration, professional presentation, and personal grooming.
• Proficiency with hotel property management systems and basic computer applications.

Preferred qualifications

• Opera or similar hospitality software experience, multilingual ability, hospitality customer service or guest relations certification, and luxury or upscale hotel experience are preferred or beneficial.
• Initiative in personalizing guest experiences, conflict resolution, problem-solving, and cultural awareness are preferred or beneficial.

Compensation and benefits

• Competitive salary; no salary cadence is stated.
• Duty meals, vacation tickets or benefits, and medical insurance are provided.