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Job Description
Guest Relations Agent
The Guest Relations Agent is responsible for delivering outstanding guest service experiences from check-in to check-out. This role acts as the primary point of contact for guests, ensuring their comfort, resolving any issues promptly, and providing personalized services that reflect the hotel's high standards.
- Greet and welcome guests upon arrival with a warm and professional demeanor.
- Assist with check-in and check-out procedures efficiently and accurately.
- Handle guest requests, inquiries, and complaints in a timely and courteous manner.
- Provide information on hotel facilities, services, and local attractions.
- Coordinate special guest requests (e.g., room preferences, special occasions, amenities).
- Liaise with other departments (housekeeping, maintenance, F&B) to ensure guest satisfaction.
- Maintain updated knowledge of hotel policies, promotions, and room availability.
- Record guest feedback and contribute to improving guest satisfaction scores.
- Anticipate guest needs and offer proactive assistance.
- Promote hotel services, facilities, and upgrades when appropriate.
Qualifications
- Minimum 2 years of experience in a customer-facing role, preferably in hospitality or front office.
- Excellent communication and interpersonal skills.
- Friendly, empathetic, and service-oriented personality.
- Proficient in using hotel management software and Microsoft Office.
- Ability to multitask and remain calm under pressure.
- Fluent in Russian & English (additional other languages are a plus).
- Flexibility to work shifts, weekends, and holidays as needed.
