Front Desk Agent / Front Desk Agentess

Guest Relations Specialist

We are seeking a dedicated Guest Relations Specialist to elevate our guest experience and ensure exceptional service from arrival to 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.
• Act as the primary point of contact for guest requests, inquiries, and concerns, while promoting 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, professionally, and effectively, ensuring appropriate follow-up.
• Maintain accurate guest profiles and preference records.
• Engage with guests regularly in the lobby 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.
• Ensure compliance with LQA standards at all times.
• Manage all incoming and outgoing calls in a professional, courteous, and timely manner.
• Transfer 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 on hotel facilities, services, events, transportation, and local attractions.
• Monitor and dispatch guest requests using the hotel's communication and task management systems.
• Promote hotel services and facilities to enhance the guest experience.
• Conduct pre-arrival calls to confirm details with upcoming guests, including transportation arrangements and special requests.
• Conduct pre-departure calls with in-house guests to verify departure arrangements and overall satisfaction.
• Review and follow up on the daily Due Out list, ensuring departing guests have necessary information regarding transportation, billing, luggage assistance, and departure procedures.

Apply online using the form below. Please note that only applications matching the job profile will be considered.