Guest Relations Agent

About the role

The Guest Relations Agent is responsible for ensuring a high level of guest satisfaction throughout their stay. This role involves handling requests, resolving problems, and coordinating with multiple hotel departments to deliver personalized service.

Key responsibilities

• Attend to guest requests, complaints, and special needs, providing timely solutions.
• Welcome arriving guests, assist with check‑in, and, when possible, escort them to their rooms.
• Conduct regular guest contacts during the day to gauge satisfaction and identify any issues.
• Document guest feedback, suggestions, and complaints, and report actions taken to management.
• Collect and translate guest questionnaires into English and distribute results to department managers.
• Organise special occasions (birthdays, anniversaries) in collaboration with relevant departments.
• Process special orders such as cakes, flowers, babysitting, transportation, and restaurant reservations.
• Follow VIP procedures, greet VIP guests, and manage their departure.
• Provide information about hotel facilities, activities, and services.
• Support hotel sales by authorising and selling charged services.
• Participate in emergency response teams and handle lost‑and‑found items.

Required profile

• Excellent listening and communication skills with a strong customer‑oriented mindset.
• Ability to handle complaints professionally and find effective solutions.
• Good organisational skills to coordinate special events and orders.
• Proactive attitude to follow up on guest needs throughout their stay.
• Capability to work closely with all hotel departments and ensure smooth information flow.

Required skills