Front Desk Agent/Guest Relation Agent

Guest Relations Responsibilities

Engage with guests at every stage of their visit, providing a warm welcome, personalized assistance, and efficient service throughout their stay.

Welcome and assist guests upon arrival, during their stay, and at departure.
Build positive relationships with guests and anticipate their needs.
Ensure personalized attention for Kristall Club, VIP guests, repeaters, and special occasions.
Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.
Act as the primary point of contact for guest requests, inquiries, and concerns, promoting hotel facilities and services, including F&B outlets, spa treatments, and concierge experiences.
Coordinate guest preferences and special requests with relevant departments.
Manage guest complaints promptly and professionally, ensuring appropriate follow-up and service recovery actions.
Maintain accurate guest profiles and preference records.
Engage in regular lobby presence and activities to identify guest needs proactively.
Respond to guest feedback across online review platforms and internal satisfaction channels.
Participate in weekly operational meetings to stay informed regarding upcoming arrivals, VIP guests, special requests, and key guest information.
Ensure compliance with LQA standards at all times.

Answer and manage incoming and outgoing calls professionally and courteously.
Transfer calls accurately to the appropriate departments or team members.
Address guest inquiries and requests, providing prompt follow-ups and resolutions.
Take and relay messages accurately and efficiently.
Facilitate communication between guests and hotel departments to ensure seamless service delivery.
Provide information about hotel facilities, services, events, transportation, and local attractions.
Monitor and dispatch guest requests through the hotel's communication and task management systems.
Promote hotel services and facilities to enhance the guest experience.

Conduct pre-arrival calls to confirm details with upcoming guests, including transportation arrangements and special requests.
Conduct pre-departure calls with in-house guests to verify their departure arrangements, transportation needs, and overall satisfaction.
Review and follow up on the daily Due Out list, ensuring departing guests are well-informed regarding their transportation, billing, luggage assistance, and departure procedures.