Guest Relations Agent

Company Description

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, they all share a common ambition: to keep innovating and challenging the status-quo. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are, with opportunities to grow within your hotel or elsewhere in the hospitality world. You will enjoy exclusive benefits and recognition for your daily commitment. Everything you do with us will offer a deep sense of meaning, creating lasting, memorable, and impactful experiences for guests, colleagues, and the planet.

Hospitality is a work of heart. Join us and become a Heartist®. We are Heartists®. Heartist describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things.

We believe the world is more welcoming when we’re connected, seeing what we have in common rather than what sets us apart. Life in Movenpick is the place to savour life.

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.

• 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; 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:
  Organize Repeat Guest filing administration; up-keep Hotel/Guest Information booklets and pamphlets; cooperate with Housekeeping / F&B and Front Office; manage room allocation and identify guest needs; prepare MIPs & RIPs; be aware of outside activities/recreation; perform per OSM Standards and in line with the Company’s Values and Core Behaviors; stay aware of daily information and activities; maintain professional grooming at all times;
  
  drive targets to be met; show cooperation and respect within the team and other departments.
• Operations:
  Prepare for daily VIP arrivals (room allocation, amenities, and special requests); keep welcome pack ready for VIP arrivals; register and process check-in/out for VIP guests; escort VIP guests to their rooms; greet all guests on arrival and departure; update guest information…