Guest Relation Agent

About the role

As a Guest Relation Agent at Accor, you will ensure maximum guest satisfaction by delivering personalized and courteous service from arrival to departure. You will act as the primary point of contact for VIP guests, repeat visitors and all guests, coordinating with internal teams to meet special requests and promote hotel facilities.

Key responsibilities

• Greet and recognize guests, especially VIPs, providing personalized welcome and amenities.
• Collaborate with Concierge, Butler, and Airport Concierge to arrange events, restaurant promotions, limousine services, and special requests.
• Maintain and update guest history and repeat‑guest systems, preparing pre‑arrival compendiums.
• Promote inter‑hotel sales and in‑house facilities, and distribute welcome cards and amenities.
• Handle guest complaints, refer issues as needed, and follow up on corrective actions.
• Review arrival lists, verify room allocations, amenities, and special requests for all arrivals.
• Prepare requisitions for amenities promptly and support related projects.

Required profile

• Bachelor’s degree in Tourism, Languages, Hospitality Management or a related field.
• 0–3 years of experience in guest relations, hospitality or customer service.
• Fluent English; additional languages are a plus.
• Professional presentation, grooming standards and flexibility to work evenings and weekends.

Required skills

• Proficiency with Opera property management system or similar hotel management software.