AI Match Level: High
Guest Relation Agent
ONROCK Boutique Hotel • Ella
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Job Overview
Job Overview
• Role Type: Front-of-House / Customer Service
• Core Objective: Provide high-quality, personalized service to maximize guest satisfaction and encourage repeat visits.
• Reports To: Guest Relations Manager or Front Office Manager
Key Responsibilities
• VIP & Guest Relations: Review daily arrival lists to identify high-profile or VIP guests, coordinate welcome amenities, and greet them personally upon arrival.
• Issue Resolution: Listen to guest complaints, handle difficult situations with empathy, and resolve issues promptly or escalate them when necessary.
• Information & Concierge Support: Act as a local guide by providing detailed recommendations on hotel amenities, area attractions, dining options, and local events.
• Service Coordination: Liaise with other departments like Housekeeping, Maintenance, and Food & Beverage to fulfill special guest requests or room setups.
• Administrative Tracking: Maintain an up-to-date daily logbook or customer relationship management (CRM) database to document guest preferences, feedback, and interactions.
• Operational Assistance: Assist the front desk with check-in and check-out procedures during peak hours to ensure smooth queue movement.
Requirements & Skills
• Communication: Exceptional verbal and written communication skills with a professional demeanor.
• Problem-Solving: Highly resourceful with the ability to remain calm, positive, and empathetic under pressure.
• Cultural Awareness: Multilingual skills are highly preferred to assist culturally diverse or international guests.
• Tech Savviness: Proficiency in hotel Property Management Systems (PMS), Microsoft Office, and CRM tools.
• Flexibility: Willingness to work a varied shift schedule, including mornings, evenings, weekends, and public holidays.
• Experience: High school diploma required; a degree in Hospitality Management or 1–2 years of luxury hotel front office experience is strongly preferred
Key Responsibilities
The Front Office Department is responsible for managing guest relations, reservations, and check-in/check-out processes to ensure a seamless customer experience. This team plays a crucial role in enhancing guest satisfaction, driving repeat business, and maintaining the reputation of the establishment. Additionally, they coordinate communication between various departments to optimize overall operational efficiency.
Pre-screening Questions
The following questions will be asked during the application process to evaluate your fit for this role:
No pre-screening questions for this role.
Guest Relation Agent
ONROCK Boutique Hotel
Expires on: Oct 21, 2026
Salary
Negotiable
Job Type
Full-time
Expiry Date
21 Oct 2026