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, the role ensures every request, concern, and special arrangement is handled efficiently while upholding Accor's Heartist® culture and brand standards.

Key responsibilities

• Welcome guests with a friendly, professional attitude and ensure a smooth arrival, stay, and departure.
• Recognize and acknowledge ALL – Accor Live Limitless members, repeat guests, and VIPs according to brand standards.
• Respond promptly to guest requests, inquiries, and complaints, coordinating with Housekeeping, Engineering, F&B, Concierge, Reservations, and other departments.
• Arrange amenities, celebrations, room preferences, transportation, restaurant reservations, and special requests.
• Maintain accurate guest records, preferences, and incident notes in Opera Cloud or the hotel’s PMS.
• Support Guest Satisfaction Survey targets and promote guest loyalty.
• Review daily arrivals, departures, VIP reports, and prepare welcome letters and guest profiles.

Required profile

• Warm, friendly, and professional attitude toward guests.
• Proactive mindset with the ability to anticipate guest needs.
• Strong attention to detail and ability to handle confidential information.
• Excellent communication skills and ability to work collaboratively with multiple hotel departments.

Required skills

• Opera Cloud (Property Management System)

What we offer

• Opportunities for development and advancement within the Accor network.
• Engagement in a responsible hospitality culture focused on guest experience and sustainability.