Guest Relations Agent

Role Overview

Guest Relations Agent at Accor, a worldwide hospitality leader. The role is based at a 5-star hotel property.

Role Purpose

Deliver exceptional guest relations and front office services by managing VIP and standard guest arrivals, departures, and in-stay experiences, while coordinating across departments to resolve requests and maintain service excellence.

Key Responsibilities

VIP Guest Preparation & Management

• Prepare for daily VIP arrivals in terms of room allocation, amenities and special requests.
• Keep mise-en-place ready for VIP arrival, including registration cards, room keys, and welcome drinks.
• Escort VIP guests to their rooms.
• Conduct daily courteous calls to VIP rooms and other guest rooms.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check VIP rooms after amenities are placed.

Check-In & Check-Out Operations

• Register and process check-in and check-out for all VIP guests efficiently and professionally.
• Update guest information into the computer after completing check-in.
• Verify that all departure details for the day have been taken, as well as for the next day.

Guest Service & Request Management

• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guest complaints and requests, liaising with relevant departments to ensure immediate follow-up.
• Maintain continuous contact with hotel guests to ensure any problems or complaints are handled efficiently and courteously.
• Arrange for bouquets, cakes and cards for guest anniversaries and birthdays.
• Ensure that all messages, mails and packages are delivered to guest rooms.
• Assist at the Information counter, Foreign Exchange and Business centre as assigned.

Reservations & Walk-In Processing

• Handle walk-in counter reservations at all times and process call-in reservations when the room reservations section is closed.
• Demonstrate knowledge of hotel rate codes, packages, segmentation, discounts and how to handle each.

Guest Security & Key Management

• Handle issuance of guest room key cards and ensure effective control for guest security.

Complaints & Quality Assurance

• Review guest comments daily and take contact with guests if necessary and possible for direct action.
• Effectively handle all guest complaints concerning the Front Office in coordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer.
• Coordinate proper actions with other departments and inform General Manager where necessary.

Financial & Administrative Duties

• Manage cashiering duties, foreign exchange transactions, night audit tasks and settlement upon guest departure.
• File daily guest relations reports and documents systematically.

Shift Coordination & Reporting

• Review logbook, verify outstanding items and follow up on pending matters.
• Identify any special assignments for the day.
• Report any unusual occurrences to the manager.
• Communicate all information the next shift needs to know at the end of shift or day for well-running operations.

Hotel Awareness & Planning

• Check hotel situation, occupancy, functions, groups and VIPs.
• Coordinate with the Lobby Manager regarding arrival and departure transport arrangements for the day.
• Follow up with Bell desk regarding shuttle bus.

Interdepartmental Coordination

• Coordinate and share information with Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.

Facility & Workplace Standards

• Ensure the cleanliness and neatness of the front office area.
• Maintain awareness of the hotel accident prevention policies.

Qualifications & Experience

• University degree in Hotel Management.
• Fresher or minimum of 1 year experience in a similar role in a 5-star hotel, preferably in the same role.

Skills & Competencies

• Excellent communication skills.
• Empathy and patience.
• Courteous demeanor.

Additional Information

• Employee benefit card offering discounted rates at Accor worldwide.
• Learning programs through Accor Academies.
• Opportunity to develop talent and grow within property and across the world.
• Ability to make a difference through Corporate Social Responsibility activities, including Planet 21.