Guest Relations Agent

Company description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist® and let your heart guide you in this world where life beats faster.

Job description

The position

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key roles & responsibilities

Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service

Meet and greet VIP guests personally

Liaise closely with Concierge and Butler for hotel events, restaurant promotions, limousine requirements and special VIP requests or preparations

Prepare compendiums prior guest arrival and check-into system if necessary

Maintain close contact with Airport Concierge for new arrivals and departures

Update and maintain repeat guest history system

Promote inter-hotel sales and in-house facilities

Send prepared welcome cards and amenities to room prior to guest arrival

Attend to special requests by guests

Handle guest complaints and refer them as necessary, follow up on corrective action

Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

Prepare requisitions for amenities on a timely basis

Perform related duties and special projects assigned

Qualifications

Required qualifications:

Associate degree or diploma in Hotel Management, Hospitality, or equivalent professional qualification

Minimum 2 years of professional experience in Guest Relations, Front Desk Operations, or Customer Service roles within a hospitality environment

Fluent English language proficiency (written and verbal)

Excellent interpersonal and communication skills with the ability to engage diverse guests and colleagues

Strong organizational and time management abilities with meticulous attention to detail

Demonstrated ability to manage stress effectively and remain resilient in fast-paced environments

Proven team collaboration skills and a genuine commitment to supporting colleagues

Professional presentation standards and impeccable personal grooming habits

Proficiency with hotel property management systems and basic computer applications

Preferred qualifications:

Experience with Opera property management system or similar hospitality software

Certification in hospitality customer service or guest relations

Experience in a luxury or upscale hotel environment

Demonstrated initiative in creating personalized guest experiences and identifying service opportunities

Strong conflict resolution and problem-solving capabilities

Cultural awareness and sensitivity in a multicultural workplace setting

Additional information

Experience is an asset

Prior experience working with Opera or a related system

Fluency in English

Your team and working environment

In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture.

Note: Customization may be included for any specific local or legislative requirements, such as work permits.

Our commitment to diversity & inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.