Guest Relations Agent

Job Description

The Guest Relations Agent is responsible for delivering personalized and attentive service to guests, with a strong focus on VIP arrivals, in-house guest engagement, and seamless guest experiences. The role supports VIP check-in and check-out, handles guest requests and concerns, coordinates special arrangements, and works closely with other departments to ensure exceptional service throughout the guest journey.

Key Responsibilities:

• Prepare and coordinate VIP arrivals, including room allocation, amenities, welcome letters, and special requests.
• Assist with VIP check-in and check-out, including in-room check-in and room orientation when required.
• Maintain accurate guest profiles and records in OPERA.
• Handle guest requests, enquiries, and complaints professionally, ensuring timely follow-up and service recovery.
• Conduct courtesy calls and manage pre-arrival communication based on guest status.
• Coordinate VIP amenities, celebrations, transportation, and other special arrangements.
• Liaise with Housekeeping, F&B, and other departments to ensure smooth guest experiences.
• Manage guest messages, mail, packages, key cards, and trace requests efficiently.
• Support restaurant reservations and ensure guest preferences and dietary requirements are accurately recorded.
• Maintain Guest Relations reports, logbooks, and daily operational follow-up.
• Maintain high standards of grooming, professionalism, confidentiality, and guest service.
• Contribute to guest satisfaction, revenue generation, and the achievement of hotel service standards.

Qualifications

• Previous experience in Guest Relations, Front Office, or a similar role, preferably within a luxury hotel or resort environment.
• Fluent in German and Russian is preferred.
• Ability to handle VIP guests and special requests with discretion and professionalism.