Guest Relations Agent

The Role

Under the direct guidance of the Front Desk Manager, the Guest Relations Agent is responsible for delivering a warm, personalized, and professional service to all guests throughout their stay. A key part of this role includes engaging with guests during breakfast, lunch, and dinner in the hotel s dining venues to gather feedback, ensure satisfaction, and support service excellence.

The Guest Relations Agent plays a vital role in enhancing the overall guest experience, resolving concerns proactively, and contributing to the improvement of guest satisfaction scores and Revenue Per Stay (RPS). This position requires close coordination with the Front Office and Food & Beverage teams to ensure seamless service and guest recognition.

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.