Guest Relations Agent

About the Role

Join a leading hospitality group renowned globally, where personal growth and learning are integral, and the workplace is tailored to your unique personality. This role lets you contribute to shaping exceptional guest experiences and make meaningful strides in the hospitality sector.

Key Responsibilities

• Prepare for the arrival of VIP guests, managing room allocation, amenities, and special requests.
• Set up all necessary items before VIP arrivals, such as registration cards, room keys, and welcome drinks.
• Conduct efficient and professional check-in and check-out processes for VIP guests.
• Escort VIP guests to their assigned rooms to ensure a welcoming experience.
• Update guest details accurately in computer systems post check-in.
• Manage cashier duties including foreign exchange transactions, night audits, and settlements upon guest departures.
• Handle walk-in reservations at all times and process telephone reservations when the room reservation desk is closed.
• Deliver courteous and prompt service, addressing guest requests and inquiries diligently.
• Resolve guest complaints and coordinate with relevant departments for immediate follow-up.
• Issue guest room key cards securely to maintain guest security.
• Ensure delivery of messages, mail, and packages to guest rooms.
• Support front desk functions, including foreign exchange and business center assistance when needed.
• Maintain thorough knowledge of hotel rate codes, packages, discounts, and segmentation policies.
• Continuously engage with guests to effectively manage and resolve problems or complaints.
• Coordinate with bell desk regarding shuttle bus schedules and services.
• Make daily courtesy calls to VIP and other guest rooms to enhance guest satisfaction.
• Report unusual occurrences or requests directly to management.
• Adhere to hotel accident prevention policies to maintain safety standards.
• Maintain cleanliness and tidiness of the front office area.
• Review the logbook daily, verify outstanding tasks, and identify any special assignments for the day.
• Monitor hotel status including occupancy, events, groups, and VIP arrivals.
• Communicate VIP room assignments to housekeeping and food & beverage departments.
• Ensure all departure details are prepared for the current and following day.
• Arrange special amenities like bouquets, cakes, and cards for guest anniversaries and birthdays.
• Verify VIP rooms are properly set up after placing amenities.
• Coordinate transport arrangements for arrivals and departures with the lobby manager.
• Systematically file daily guest relations reports and documentation.
• Hand over pertinent information to incoming shifts for smooth operation continuity.
• Collaborate closely with Front Office, Housekeeping, F&B, and General Manager regarding VIPs and MIPs.
• Monitor guest feedback and proactively address issues where possible.
• Manage guest complaints related to Front Office, coordinate corrective actions with the Front Office Manager and other departments to prevent recurrence, and strive to retain guests as repeat customers, informing the General Manager when required.

Candidate Requirements

• Possess a university degree in Hotel Management.
• Fresher candidates are welcome; alternatively, minimum of 1 year experience in a similar role within a 5-star hotel is preferred.
• Demonstrate excellent communication skills, empathy, patience, and professionalism.

Additional Information

• Employee benefit card that offers discounted rates at Accor hotels worldwide.
• Access to learning and development programs via company academies.
• Opportunities for career progression within the property or globally.
• Engagement in corporate social responsibility initiatives such as Planet 21.