Guest Relations Agent

About the role

The Guest Relations Agent creates memorable experiences for hotel guests by delivering personalized, warm, and professional service throughout their stay. Acting as the primary point of contact, you will handle requests, concerns, and special arrangements while embodying Accor's Heartist® culture.

Key responsibilities

• Welcome guests with a friendly, professional attitude and ensure smooth arrivals, stays, and departures.
• Identify and acknowledge Accor Live Limitless members, repeat guests, and VIPs according to brand standards.
• Respond promptly to guest inquiries, complaints, and special requests, coordinating with housekeeping, engineering, F&B, concierge, reservations, and other departments.
• Arrange amenities, celebrations, transportation, restaurant reservations, and other personalized services.
• Maintain accurate guest profiles, preferences, and incident records in Opera Cloud or the hotel PMS.
• Support Guest Satisfaction Survey targets and promote loyalty initiatives.
• Assist with front‑office operations and ensure confidentiality of guest information.

Required profile

• Excellent communication and interpersonal skills.
• Proactive attitude with the ability to anticipate guest needs.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively with multiple hotel departments.
• Commitment to delivering high‑quality, personalized service.

Required skills