Guest Relations Agent

About the hotel

Position

Guest service and VIP relations

• Recognize guests and provide prompt, cordial attention from arrival through departure.
• Ensure members receive their benefits and repeat guests and VIPs receive special recognition and service.
• Personally meet and greet VIP guests.
• Respond to special requests and handle complaints, escalating as needed and following up on corrective action.

Coordination and guest preparation

• Coordinate with Concierge and Butler teams on events, restaurant promotions, limousine needs, and VIP requests or preparations.
• Prepare guest compendiums before arrival and enter information into the system when necessary.
• Maintain contact with Airport Concierge regarding arrivals and departures.
• Review arrival lists and check room allocations, amenities, and special requests.
• Send welcome cards and amenities to guest rooms before arrival; prepare timely amenity requisitions.

Records and promotion

• Update and maintain repeat-guest history records.
• Promote inter-hotel sales and in-house facilities.
• Perform related duties and assigned special projects.

Required qualifications

• Associate degree or diploma in Hotel Management, Hospitality, or equivalent professional qualification.
• At least 2 years of professional experience in guest relations, front desk operations, or customer service in hospitality.
• Fluent written and spoken English.
• Strong interpersonal communication, organization, time management, and attention to detail.
• Ability to manage stress and remain resilient in a fast-paced environment; collaborative approach and professional presentation.
• Proficiency with hotel property management systems and basic computer applications.

Preferred qualifications

• Experience with Opera or similar hospitality software; multilingual capabilities; hospitality customer service or guest relations certification.
• Experience in a luxury or upscale hotel; initiative in personalizing guest experiences; conflict resolution and problem-solving; cultural awareness and sensitivity.

Benefits

• Competitive salary; duty meals and coffee breaks; vacation tickets or benefits; medical insurance.