Guest Relations Agent

E-Hotels Transit Bnb Limited

Hospitality & Leisure

Responsibilities:

• Welcome and greet guests in a warm, friendly, and professional manner upon arrival.
• Assist with check-in and check-out procedures as needed, especially for VIP and repeat guests.
• Handle guest inquiries, requests, and complaints efficiently and courteously.
• Maintain up-to-date knowledge of hotel services, promotions, and local attractions to assist guests.
• Coordinate special guest arrangements, such as birthday amenities, room upgrades, or transportation.
• Monitor guest satisfaction throughout their stay and follow up to ensure needs are met.
• Record guest preferences and feedback in the Property Management System (PMS) for future reference.
• Support the concierge and front desk teams during busy periods or high guest volume.
• Respond promptly to guest feedback from online reviews or in-person surveys.
• Promote hotel loyalty programs and upsell rooms or services when appropriate.
Ensure a seamless and memorable experience from arrival to departure.

Requirements:

• High school diploma or equivalent; hospitality-related degree is an advantage.
• Previous experience in guest service, front desk, or hotel customer service roles.
• Excellent communication and interpersonal skills.
• Positive attitude and strong problem-solving abilities.
• Professional appearance and courteous demeanor.
• Fluent in English; additional languages are a plus.
• Familiarity with hotel management systems (e.g., Opera, Fidelio) is preferred.
• Ability to handle stressful situations calmly and diplomatically.
Willingness to work flexible hours, including nights, weekends, and holidays.

Working Conditions:

• Hotel lobby and front desk area.
• Shift-based schedule, with extended hours during peak seasons.
• Frequent guest interaction and multitasking in a fast-paced environment.