Guest Relations Agent

Bachelor of Hotel Management (Hotel Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Responsibilities include :

• Preparing for daily VIP arrivals, including room allocation, amenities, and special requests.
• Ensuring Mis-en-place is ready for VIP arrivals (e.g., registration cards, room keys, welcome drinks).
• Registering and processing check-in / out for VIP guests efficiently and professionally.
• Escorting VIP guests to their rooms.
• Updating guest information into the system post check-in.
• Handling cashiering duties, foreign exchange transactions, night audits, and reservations, including walk-in and call-in reservations.
• Providing courteous service, responding promptly to requests and inquiries.
• Resolving guest complaints and requests, liaising with relevant departments for follow-up.
• Issuing guest room key cards and maintaining security controls.
• Delivering messages, mails, and packages to guest rooms.
• Assisting at the Information counter, Foreign Exchange, and Business Centre as assigned.
• Knowledge of hotel rate codes, packages, segmentation, and discounts.
• Maintaining contact with guests to handle problems or complaints efficiently and courteously.
• Coordinating shuttle bus services with Bell desk.
• Making courteous daily calls to VIP rooms and other guests.
• Reporting unusual occurrences to the manager.
• Adhering to hotel accident prevention policies.
• Ensuring cleanliness and neatness of the front office area.
• Reviewing log books, verifying outstanding issues, and following up on pending matters.
• Announcing VIP rooms to Housekeeping and F&B departments.
• Checking departure details and planning for the next day.
• Arranging for special amenities like bouquets, cakes, and cards for anniversaries and birthdays.
• Inspecting VIP rooms after amenities are placed.
• Coordinating with the lobby manager for transportation arrangements.
• Documenting daily guest relations reports systematically.
• Communicating shift handover information for smooth operations.
• Coordinating with Front Office, Housekeeping, F&B, and the General Manager regarding VIPs and MIPs.
• Reviewing guest comments daily and contacting guests if necessary for feedback.
• Handling guest complaints in coordination with the Front Office Manager, taking corrective actions, and preventing recurrence to ensure guest satisfaction and loyalty.

Qualifications

University Degree in Hotel Management, with either no experience (fresher) or at least 1 year of experience in a similar role at a 5-star hotel.

Company Industry

Department / Functional Area

Keywords

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