Guest Relations Agent

Position Purpose

The Guest Relations Agent is responsible for creating memorable guest experiences by delivering personalized warm and professional service throughout the guest journey. Acting as the main point of contact for guests the role ensures that all requests concerns and special arrangements are handled efficiently while reflecting Accors Heartist culture and brand standards.

Key Responsibilities

Guest Experience

• Welcome guests with a warm friendly and professional attitude upon arrival.
• Ensure a smooth and personalized arrival stay and departure experience.
• Recognize and acknowledge ALL Accor Live Limitless members repeat guests and VIP guests according to brand standards.
• Anticipate guest needs and provide proactive service to exceed expectations.
• Escort VIP guests when required and ensure all special arrangements are completed before arrival.

Guest Services

• Respond promptly and professionally to guest requests inquiries and complaints.
• Coordinate with Housekeeping Engineering Food & Beverage Concierge Reservations and other departments to ensure seamless service delivery.
• Arrange guest amenities celebrations room preferences transportation restaurant reservations and special requests.
• Maintain complete knowledge of hotel facilities promotions services and local attractions to provide accurate recommendations.

Guest Satisfaction

• Resolve guest concerns efficiently following up to ensure complete satisfaction.
• Record guest preferences feedback and incidents accurately in Opera Cloud or the hotels Property Management System.
• Support the achievement of Guest Satisfaction Survey (GSS) TrustYou Medallia or other brand guest experience targets.
• Promote positive guest engagement and encourage guest loyalty.

Operational Responsibilities

• Review daily arrivals departures in-house guests and VIP reports.
• Prepare welcome letters amenities and guest profiles before arrival.
• Ensure all guest information is handled confidentially in accordance with company policies.
• Maintain accurate records of guest interactions and follow-up actions.
• Promote hotel facilities dining outlets spa and other services to enhance guest experience and hotel revenue.
• Assist with Front Office operations whenever required.

Health Safety & Security

• Comply with all hotel health safety hygiene and security procedures.
• Report maintenance issues hazards and guest safety concerns immediately.
• Participate in emergency procedures and fire evacuation drills.

Sustainability

• Support Accors sustainability commitments by promoting environmentally responsible practices.
• Encourage responsible use of hotel resources including water energy and paper.
• Minimize waste and support recycling initiatives within the department.
• Participate in environmental awareness programs and sustainability activities.
• Ensure guest requests are fulfilled while supporting the hotels environmental objectives whenever possible.

Qualifications

• Diploma or Bachelors Degree in Hospitality Management Tourism or a related field is preferred.
• Minimum 12 years of experience in Guest Relations Front Office or Customer Service within a four- or five-star hotel.
• Experience with Opera PMS or Opera Cloud is an advantage.
• Excellent communication and interpersonal skills.
• Fluent in English; additional languages are highly desirable.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm under pressure and work flexible shifts including weekends and public holidays.

Competencies

• Guest Passion
• Excellent Communication Skills
• Emotional Intelligence
• Attention to Detail
• Teamwork & Collaboration
• Problem Solving
• Time Management
• Professional Grooming & Presentation
• Multitasking Ability
• Cultural Awareness
• Adaptability
• Integrity & Confidentiality

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift light luggage or guest amenities when required.
• Flexibility to work rotating shifts weekends and public holidays.

Key Performance Indicators (KPIs)

• Guest Satisfaction Score (GSS)
• TrustYou / Medallia Performance
• Guest Complaint Resolution Time
• ALL Member Recognition Compliance
• VIP Arrival Readiness
• Guest Feedback & Online Reviews
• Upselling & Cross-Selling Performance
• Compliance with Brand Standards and SOPs
• Attendance and Grooming Compliance
• Sustainability Compliance

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time