Job Description

Guest Relations Agent
Job Summary:
The Guest Relations Agent is dedicated to providing personalized service to enhance the guest experience. Acting as the primary point of contact for VIPs and guests with special requests, this role goes beyond standard service to build rapport, anticipate needs, and create memorable stays.
Key Responsibilities:

• Greet VIP guests upon arrival and facilitate a personalized check-in/check-out process.
• Proactively engage with guests throughout their stay to ensure satisfaction and address any concerns.
• Handle special guest requests, such as arranging transportation, making restaurant reservations, or planning activities and tours.
• Act as a liaison between the guest and other hotel departments to fulfill specific needs.
• Maintain a database of guest preferences and history to provide a tailored experience during return visits.
• Welcome and escort guests to their rooms, explaining room features and hotel amenities.
• Resolve complex guest complaints or issues that are escalated from the front desk.
• Manage the concierge desk, providing information, directions, and recommendations.

Qualifications and Skills:

• Degree in Hospitality, Tourism, or a relevant field is advantageous.
• Proven experience in a front office or concierge role.
• Exceptional interpersonal and communication skills, with a natural flair for service.
• In-depth knowledge of the local area (attractions, restaurants, events, etc.).
• Ability to multitask and prioritize in a fast-paced environment.
• Professional appearance and demeanor.
• Proficiency in multiple languages is a significant asset.

Skills Required