Front Desk Agent / Front Desk Agentess

Job Description

We are looking for a dedicated Guest Relations Officer to join our team and ensure an exceptional experience for our guests from the moment they arrive until their departure.

Key Responsibilities

• Welcome and assist guests upon their arrival, during their stay, and at their departure.
• Build positive relationships with guests and anticipate their needs.
• Ensure Kristall Club members, VIP guests, returning guests, and those celebrating special occasions receive personalized attention throughout their stay.
• Conduct courtesy calls and follow-ups to ensure guest satisfaction.
• 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 food and beverage outlets, spa treatments, and concierge experiences.
• Coordinate guest preferences and special requests with relevant departments.
• Handle guest complaints promptly and professionally, ensuring appropriate follow-up actions.
• Maintain accurate guest profiles and preference records.
• Engage actively with guests in the lobby to proactively identify needs and enhance their experience.
• Respond to guest feedback through 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.
• Ensure compliance with LQA standards at all times.
• Answer and manage all incoming and outgoing calls in a professional, courteous, and timely manner.
• Transfer calls to the appropriate department or team member with accuracy.
• Handle guest requests and inquiries, ensuring prompt follow-up and resolution.
• Take and relay messages efficiently and accurately.
• Coordinate communication between guests and hotel departments to ensure a seamless service delivery.
• Provide information related to 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 confirm arrival details, transportation arrangements, special requests, and preferences for upcoming guests.
• Conduct pre-departure calls to verify departure arrangements, transportation needs, and overall satisfaction with their stay.
• Review and follow up on the daily Due Out list to ensure departing guests have all necessary information regarding transportation, billing, luggage assistance, and departure procedures.

Application Process

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