Guest Relations Agent

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

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 Accor's 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 hotel's 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 Accor's 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 hotel's environmental objectives whenever possible.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, or a related field is preferred.
• Minimum 1–2 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

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.