Front Desk Agent / Front Desk Agentess

Guest Relations Officer Job Description

We are seeking a dedicated Guest Relations Officer to join our dynamic team. This role is essential in ensuring our guests have memorable experiences from the moment they arrive until their departure.

Key Responsibilities

• Welcome and assist guests upon arrival, during their stay, and at departure.
• Build positive relationships with guests and anticipate their needs.
• Ensure personalized attention for Kristall Club, VIP guests, repeat guests, and special occasions throughout their stay.
• Conduct courtesy calls and follow-ups to ensure guest satisfaction during their time with us.
• Act as the primary point of contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences.
• Coordinate guest preferences and special requests with relevant departments.
• Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up and coordination of service recovery actions as needed.
• Maintain accurate guest profiles and preference records.
• Engage with guests in the lobby and participate in activities to proactively identify their needs.
• Respond to guest feedback on online review platforms and internal guest satisfaction channels.
• Participate in weekly operational meetings to stay informed about upcoming arrivals, VIP guests, special requests, and key guest information.
• Comply with LQA standards at all times.
• Manage all incoming and outgoing calls in a professional, courteous, and timely manner, transferring calls accurately to the appropriate department or team member.
• Handle guest requests and inquiries, ensuring prompt follow-up and resolution.
• Take and relay messages accurately and efficiently.
• Coordinate communication between guests and hotel departments to ensure seamless service delivery.
• Provide information regarding hotel facilities, services, events, transportation, and local attractions.
• Monitor and dispatch guest requests through the hotel's communication and task management systems.
• Promote hotel services and facilities whenever appropriate to enhance the guest experience.
• Conduct pre-arrival calls to upcoming guests to confirm arrival details, transportation arrangements, special requests, and preferences.
• Conduct pre-departure calls to in-house guests to verify departure arrangements, transportation needs, and overall satisfaction with their stay.
• Review and follow up on the daily Due Out list, ensuring departing guests have all necessary information regarding transportation, billing, luggage assistance, and departure procedures.

Application Process

Interested candidates are invited to apply online using the form below. Please note that only applications matching the job profile will be considered.