Guest Relations Agent

AccorHotel

Key Responsibilities

• Guest Engagement & Feedback:
• Greet and interact with guests during meal periods in the restaurant.
• Engage guests in friendly conversation to gather feedback on their stay and dining experience.
• Record and report guest feedback to relevant departments for continuous improvement.
• Maintain a visible presence in the restaurant and lobby during peak hours.
• Assist in creating a warm and welcoming atmosphere for all guests.

Front Office Operations:

• Welcome and assist guests upon arrival and departure.
• Handle VIP arrivals, room allocations, and special requests.
• Coordinate with Housekeeping and F&B for guest preferences and amenities.
• Address guest concerns promptly and professionally, ensuring follow-up and resolution.
• Support the Front Desk team with check-ins, check-outs, and guest inquiries.

Service Excellence & Coordination:

• Promote hotel services and experiences to enhance guest satisfaction and increase RPS.
• Collaborate with other departments to ensure guest needs are met efficiently.
• Monitor guest satisfaction trends and contribute to service improvement initiatives.
• Uphold the hotel s standards of service, grooming, and guest interaction.

Planning & Organizing:

• Organization of Repeat Guest filing administration
• Up-keeping of Hotel/Guest Information booklets and pamphlets.
• Co-operation with Housekeeping / F&B and Front Office.
• Room allocation, identify guest needs.
• MIPs & RIPs preparation.
• Awareness of outside activities/recreation etc.
• Perform as per OSM Standards and in line with the Company s Values and Core Behaviors.
• Be fully aware of the daily information and activities.
• Properly groomed at all times
• Drive Cherish and Guest targets to be met.
• Show fullest cooperation and respect within the team and other departments

Operations:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep welcome pack ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Register and process check in/out for all VIPs guests efficiently and professionally, alert Front Desk Manager, the MOD or Operations Manager on arrival.
• Escort VIP gussets to their rooms.
• Greet all guests upon arrivals and departure.
• Update guest information into the computer after a complete check in.
• Good knowledge of cashiering duties, foreign exchange transactions, and settlement upon Guests departure.
• Updating RGR (Repeated Guest Ratio) report on daily basis.
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
• Good communication with GMs PA in order to complete all Ex-Office requests regarding potential VIP arrivals.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Follow up with Concierge regarding shuttle Bus timings.
• Daily courteous calls to VIP rooms, so too with other guests.
• Report any unusual occurrences or requested to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest s anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Reviews Guest Comments daily and reply to all of them, consult the FDM when complains accurse.
• To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Desk Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Check Hotel / Residences situation, occupancy, functions, groups, VIPs.