Guest Relations Agent

Position

Key responsibilities

• Recognize guests personally and provide prompt, cordial attention from arrival through departure.
• Ensure members receive their benefits and repeat guests and VIPs receive appropriate recognition and service; meet and greet VIP guests personally.
• Coordinate with Concierge and Butler teams on hotel events, restaurant promotions, limousine requirements, and VIP requests or preparations.
• Prepare guest compendiums before arrival and enter information into the system when needed.
• Coordinate with Airport Concierge regarding arrivals and departures; maintain repeat-guest history records.
• Promote inter-hotel sales and in-house facilities; send welcome cards and amenities to rooms before guest arrival.
• Respond to special guest requests, handle complaints, refer issues as necessary, and follow up on corrective actions.
• Review arrival lists and VIP details, including room allocations, amenities, and special requests.
• Prepare timely amenity requisitions and complete related duties or assigned projects.

Required qualifications

• Associate degree or diploma in Hotel Management, Hospitality, or an equivalent professional qualification.
• At least two years of professional experience in Guest Relations, Front Desk Operations, or Customer Service in a hospitality environment.
• Fluent written and spoken English.
• Strong interpersonal and communication skills, including the ability to engage diverse guests and colleagues.
• Strong organizational and time-management abilities with meticulous attention to detail.
• Ability to manage stress and remain resilient in fast-paced environments; 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; hospitality customer-service or guest-relations certification; or experience in a luxury or upscale hotel environment.
• Initiative in personalizing guest experiences, conflict resolution and problem-solving capabilities, and cultural awareness.

Benefits

• Duty meals, including breakfast, lunch, dinner, or a midnight meal, with coffee breaks.
• Vacation tickets or benefits and medical insurance are provided.