Front Desk Agent/Guest Relation Agent

Description du poste

 Welcome and assist guests upon arrival, during their stay, and at departure.  Build positive relationships with guests and anticipate their needs.  Ensure Kristall Club, VIP guests, repeater guests, and special occasions receive personalized attention before, during and after their stay.  Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.  Act as the primary point of contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences.  Coordinate guest preferences and special requests with relevant departments.  Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up.  Coordinate service recovery actions based on guest complains.  Maintain accurate guest profiles and preference records.  Conduct regular lobby presence and guest engagement activities to proactively identify guest needs.  Respond to guest feedback across online review platforms and internal guest satisfaction channels.  Participate in weekly operational meetings to maintain thorough knowledge of upcoming arrivals, VIP guests, special requests, and key guest information.  Compliance with LQA standards at all times.  Answer and manage all incoming and outgoing calls in a professional, courteous, and timely manner.  Transfer calls accurately to the appropriate department or team member.  Handle guest requests and inquiries, ensuring prompt follow-up and resolution.  Take and relay messages accurately and efficiently.  Coordinate communication between guests and hotel departments to ensure seamless service delivery.  Provide information regarding hotel facilities, services, events, transportation, and local attractions.  Monitor and dispatch guest requests through the hotel's communication and task management systems.  Promote hotel services and facilities whenever appropriate to enhance the guest experience.  Conduct pre-arrival calls to upcoming guests to confirm arrival details, transportation arrangements, special requests, and preferences.  Conduct pre-departure calls to in-house guests to verify departure arrangements, transportation needs, and overall satisfaction with their stay.  Review and follow up on the daily Due Out list, ensuring departing guests have all necessary information regarding transportation, billing, luggage assistance, and departure procedures.