Guest Relations Agent

Job Description

The Role

Under the direct guidance of the Front Desk Manager, the Guest Relations Agent is responsible for delivering a warm, personalized, and professional service to all guests throughout their stay. A key part of this role includes engaging with guests during breakfast, lunch, and dinner in the hotel’s dining venues to gather feedback, ensure satisfaction, and support service excellence.

The Guest Relations Agent plays a vital role in enhancing the overall guest experience, resolving concerns proactively, and contributing to the improvement of guest satisfaction scores and Revenue Per Stay (RPS). This position requires close coordination with the Front Office and Food & Beverage teams to ensure seamless service and guest recognition.

Key Responsibilities

• Guest Engagement & Feedback:
• Greet and interact with guests during meal periods in the restaurant.
• Engage guests in friendly conversation to gather feedback on their stay and dining experience.
• Record and report guest feedback to relevant departments for continuous improvement.
• Maintain a visible presence in the restaurant and lobby during peak hours.
• Assist in creating a warm and welcoming atmosphere for all guests.

Front Office Operations:

• Welcome and assist guests upon arrival and departure.
• Handle VIP arrivals, room allocations, and special requests.
• Coordinate with Housekeeping and F&B for guest preferences and amenities.
• Address guest concerns promptly and professionally, ensuring follow-up and resolution.
• Support the Front Desk team with check-ins, check-outs, and guest inquiries.

Service Excellence & Coordination:

• Promote hotel services and experiences to enhance guest satisfaction and increase RPS.
• Collaborate with other departments to ensure guest needs are met efficiently.
• Monitor guest satisfaction trends and contribute to service improvement initiatives.
• Uphold the hotel’s standards of service, grooming, and guest interaction.

Planning & Organizing:

• Organization of Repeat Guest filing administration
• Up-keeping of Hotel/Guest Information booklets and pamphlets.
• Co-operation with Housekeeping / F&B and Front Office.
• Room allocation, identify guest needs.
• MIPs & RIPs preparation.
• Awareness of outside activities/recreation etc.
• Perform as per OSM Standards and in line with the Company’s Values and Core Behaviors.
• Be fully aware of the daily information and activities.
• Properly groomed at all times
• Drive “Cherish” and Guest targets to be met.
• Show fullest cooperation and respect within the team and other departments

Operations:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep welcome pack ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Register and process check in/out for all VIPs guests efficiently and professionally, alert Front Desk Manager, the MOD or Operations Manager on arrival.
• Escort VIP gussets to their rooms.
• Greet all guests upon arrivals and departure.
• Update guest information into the computer after a complete check in.
• Good knowledge of cashiering duties, foreign exchange transactions, and settlement upon Guests’ departure.
• Updating RGR (Repeated Guest Ratio) report on daily basis.
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests’ complaints/ requests and liaise with the department concerned to ensure immediately follow up.
• Good communication with GMs PA in order to complete all Ex-Office requests regarding potential VIP arrivals.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Follow up with Concierge regarding shuttle Bus timings.
• Daily courteous calls to VIP rooms, so too with other guests.
• Report any unusual occurrences or requested to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Reviews Guest Comments daily and reply to all of them, consult the FDM when complains accurse.
• To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Desk Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Check Hotel / Residences situation, occupancy, functions, groups, VIPs.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Sustainability program (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Our Values

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group’s success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust

Hospitality is a team sport, and we’re stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

Qualifications

Diploma or Degree in Hotel Management