Guest Relations Agent

About the role

The Guest Relations Agent ensures that every guest enjoys a seamless and memorable stay by addressing requests, resolving issues, and proactively enhancing satisfaction throughout the hotel experience.

Key responsibilities

• Welcome arriving guests, coordinate check‑in, and optionally escort them to their rooms.
• Monitor guest satisfaction during the day through “Guest Contacts” and follow‑up on any complaints or suggestions.
• Record guest feedback, translate questionnaires into English, and distribute results to department managers.
• Organise special occasions such as birthdays or anniversaries in collaboration with relevant departments.
• Process special orders (cakes, flowers, babysitting, transportation, restaurant reservations, medication) and ensure timely delivery.
• Apply VIP procedures, greet and bid farewell to VIP guests, and guide agency representatives around the property.
• Prepare and distribute written activity announcements to guest rooms.
• Support hotel sales by promoting and selling chargeable services.
• Participate in emergency response teams and manage lost‑and‑found items.
• Provide basic health guidance and arrange medical assistance when needed.

Required profile

• Strong customer‑service orientation with excellent listening skills.
• Ability to handle complaints calmly and find effective solutions.
• Good communication skills in English, both spoken and written.
• Attention to detail and ability to document guest interactions accurately.
• Team player who can coordinate with multiple hotel departments.

Required skills