Job Description

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Guest Relations Agent
A Guest Relations Agent plays a crucial role as the main point of contact for guests throughout their stay. They are responsible for delivering personalized service and ensuring guests have a memorable experience. The primary objective is to elevate guest satisfaction and address any issues in a timely and professional manner.
Responsibilities:

• Warmly and professionally greet and welcome arriving guests.

• Assist with seamless check-in and check-out processes.

• Provide comprehensive information about hotel services, local attractions, and travel directions.

• Demonstrate patience and problem-solving skills when handling guest complaints and requests.

• Proactively address service issues based on guest feedback.

• Collaborate with various departments such as housekeeping, concierge, and room service to ensure guest satisfaction.

• Maintain accurate guest records using the Property Management System (PMS).

• Organize special services including birthday setups, airport transfers, and wake-up calls.

• Provide extra attention to detail for VIP and repeat guests.

• Actively promote hotel services, amenities, and upgrades as appropriate.

• 3+ years of experience in a customer service or hospitality role.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities.

• Familiarity with Property Management Systems (PMS) is a plus.

• Ability to remain calm and professional in high-pressure situations.

• Flexibility to work in shifts, including weekends and holidays.