Guest Relations Agent

Company Overview

At Accor, we are more than just a global hospitality leader; we embrace diversity and individuality. We offer a variety of opportunities across brands that align with your personality and encourage daily growth and learning. Join us to make meaningful contributions and explore limitless career possibilities in hospitality.

Role Summary and Responsibilities

• Prepare well in advance for VIP guest arrivals including room arrangements, amenities, and special guest requests.
• Set up the VIP reception area meticulously with registration cards, room keys, and welcome drinks.
• Efficiently register and manage check-ins and check-outs for VIP guests, ensuring professionalism.
• Escort VIP guests to their rooms personally to ensure a warm welcome.
• Update guest details accurately into the system following check-in completion.
• Handle cashiering tasks including settlements, foreign exchange operations, and night audit procedures.
• Manage walk-in reservations consistently and process phone reservations when the reservations department is closed.
• Deliver courteous and prompt service to guests, addressing all inquiries and requests.
• Resolve guest complaints or requests by coordinating with appropriate departments to ensure timely follow-up.
• Issue room key cards securely, maintaining guest security protocols.
• Ensure all guest communications such as messages, mails, and packages are delivered appropriately.
• Support duties at information counters, foreign exchange, and business center as assigned.
• Possess in-depth knowledge of hotel rate codes, packages, discounts, and segmentation.
• Maintain ongoing contact with guests to resolve any issues efficiently and politely.
• Coordinate with bell desk regarding shuttle bus services.
• Perform daily courtesy calls to VIP and other guest rooms.
• Report any unusual events or requests promptly to management.
• Adhere to hotel accident prevention policies.
• Maintain the cleanliness and tidiness of the front office area.
• Review daily log books, follow up on outstanding tasks, and identify special daily assignments.
• Monitor hotel status including occupancy, functions, group arrivals, and VIP guests.
• Communicate VIP room details to housekeeping and food & beverage departments.
• Verify departure details for current and subsequent days.
• Arrange special items such as bouquets, cakes, and cards for guest anniversaries and birthdays.
• Inspect VIP rooms after preparation of amenities.
• Coordinate with the lobby manager on guest transportation including arrivals and departures.
• Maintain organized records of daily guest relations reports and related documents.
• Communicate shift handover information effectively for smooth operational transitions.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and General Manager concerning VIPs and important guests.
• Review guest feedback daily and reach out directly to guests when possible to address concerns promptly.
• Manage guest complaints related to the Front Office in partnership with the Front Office Manager, implementing corrective actions to prevent recurrence and enhance guest satisfaction; escalate to General Manager as needed.

Qualifications

• A University degree in Hotel Management is required.
• Fresh graduates or candidates with a minimum of 1 year experience in a similar role within a 5-star hotel, preferably in guest relations.
• Excellent communication skills complemented by empathy, patience, and a polite demeanor.

Additional Information

• Employee benefit card offering discounts on Accor properties worldwide.
• Access to learning programs through Accor Academies for career development.
• Opportunities for growth both within the property and internationally.
• Engagement in Corporate Social Responsibility initiatives such as Planet 21.