Guest Relations Agent

Roles and responsibilities

A Guest Relations Agent is a hospitality professional responsible for creating and maintaining positive relationships with guests, ensuring that their needs and expectations are met during their stay at a hotel, resort, or other accommodation facility. The role requires a combination of customer service skills, attention to detail, and the ability to handle various guest concerns and requests.

Here are the primary responsibilities and essential skills needed for a Guest Relations Agent:

Key Responsibilities:

1. Welcoming and Assisting Guests

   • Greet guests upon arrival and provide them with a warm and professional welcome.
   • Assist guests with check-in/check-out procedures and ensure smooth transitions during their stay.
   • Provide information on hotel services, amenities, local attractions, and other essential details.

2. Handling Guest Inquiries and Requests

   • Respond to guest inquiries and provide solutions to their questions or concerns.
   • Coordinate special requests, such as room preferences, dietary needs, or transportation arrangements.
   • Anticipate guest needs and proactively offer assistance to enhance their experience.

3. Managing Guest Complaints and Concerns

   • Handle guest complaints, concerns, or issues with professionalism and empathy.
   • Address problems swiftly and effectively, ensuring guest satisfaction is restored.
   • Act as the point of contact for guests who may need immediate attention, coordinating with other departments when necessary (e.g., housekeeping, maintenance).

4. Personalized Guest Services

   • Recognize repeat guests and VIPs, offering personalized services to make them feel valued.
   • Remember guest preferences and ensure those are communicated and catered to during their stay.
   • Provide tailored recommendations for dining, entertainment, and local experiences based on guest interests.

5. Coordination with Other Departments

   • Collaborate with housekeeping, concierge, front desk, and other departments to fulfill guest requests and ensure seamless service.
   • Ensure any special arrangements, such as room upgrades or personalized amenities, are provided as per guest preferences.

6. Promoting Hotel Services

   • Inform guests about the hotel’s services, special promotions, packages, and upcoming events.
   • Upsell additional services, such as spa treatments, restaurant reservations, or excursions.
   • Encourage guests to participate in loyalty programs or return visits.

7. Guest Feedback and Follow-Up

   • Gather guest feedback on their stay to identify areas for improvement and provide insights to management.
   • Conduct follow-up calls or surveys to ensure that the guest’s needs were met during their stay.
   • Document guest feedback and share positive comments with the team to encourage continued excellence.

Desired candidate profile

• Consistently offer professional, friendly and engaging service
• Handle guest concerns and react quickly, logging and notifying proper departments
• Be part of Guest Services team while ensuring all service standards are followed
• Attend regularly scheduled departmental meeting
• Balance operational, administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Other duties as assigned
  

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Fluency in English, and at least one additional EU language
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Opera or Opera cloud Property Management System an asset.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).