Guest Relation Agent

About the role

The Guest Relation Agent delivers personalized service to hotel guests from arrival through departure, ensuring a memorable experience for VIPs, SCC members, first‑time visitors and regular guests. The role combines front‑desk interaction, guest profile management and coordination of special amenities.

Key responsibilities

• Enhance personal recognition and provide prompt attention to guests throughout their stay.
• Check guest profiles, prepare registration cards and address guests by name.
• Escort guests to their rooms upon arrival and maintain contact during their stay.
• Update guest history files, preferences, VIP levels and remarks regularly.
• Review next‑day arrivals to identify unexpected VIPs and prepare appropriate welcome amenities.
• Prepare and supervise distribution of welcome letters, fruit baskets and other guest amenities.
• Escort SCC members, VIPs and first‑time guests to allocated rooms.
• Handle guest queries, requests and complaints promptly, following up on actions taken.
• Report daily activities in the logbook and maintain accurate checklists.
• Inspect room setups and ensure compliance with hotel standards, health, safety and hygiene policies.
• Maintain effective employee relations within the Guest Relations department.
• Demonstrate service attributes in line with industry expectations and company standards.

Required profile

• Strong attentiveness to guest needs and excellent communication skills.
• Ability to follow established standards of conduct, dress, appearance and posture.
• Commitment to comply with health, safety and hygiene policies.
• Service‑oriented attitude with the capability to resolve guest complaints effectively.
• Familiarity with corporate code of conduct and company values.

Required skills