Guest Relations Agent

Guest Relations Agent is responsible in providing the most efficient, courteous & personalized service to all guests in all areas of Customer Service Operations, with particular attention to VIP guests. Also handles the registration & check out of VIP guests as well as all other Customer Service Tasks like Cashiering, Telephone Desk Operation, Concierge and Room Reservations.

Key Responsibilities:

• Delivers courteous, efficient, and personalized service to all guests, including VIPs
• Performs accurate check-in, key issuance, and guest handling in line with SOPs and confidentiality standards
• Demonstrates thorough knowledge of rooms, facilities, services, promotions, and safety procedures
• Proactively addresses guest inquiries, requests, and complaints with urgency and professionalism
• Coordinates with Housekeeping and Management to ensure VIP room readiness and optimal guest satisfaction

Qualifications:

• Bachelor’s degree or diploma in Hospitality Management, Hotel & Restaurant Management, Tourism, or a related field.
• Demonstrated experience in customer service operations, preferably within a luxury hotel front office environment.
• Strong guest relations skills with the ability to provide personalized and VIP-level service.
• Knowledge of hotel systems, SOPs, room inventory, and upselling techniques.
• Ability to handle guest concerns professionally while maintaining confidentiality.
• Familiarity with safety, emergency procedures, and interdepartmental coordination.