Guest Relations Agent

Key Responsibilities Guest Recognition & Personalization: • Welcome and engage guests in a warm, refined, and genuine manner, ensuring recognition of returning guests, VIPs, and special occasions. • Proactively identify guest preferences, expectations, and emotional cues to personalize interactions and services. • Maintain detailed guest profiles, recording preferences, feedback, and notable interactions to enhance future stays. Guest Experience Management: • Serve as the primary point of contact for in-house guests, ensuring their comfort and satisfaction throughout the stay. • Handle guest feedback, requests, and concerns with empathy, professionalism, and a solutions-driven approach. • Follow up on service recovery actions to ensure issues are fully resolved and guests depart with a positive impression. • Coordinate bespoke amenities, surprises, and experiences in collaboration with Concierge, Butler Service, and F&B teams. VIP & Special Handling: • Coordinate arrival, in-house, and departure arrangements for VIPs, long-stay guests, and special-needs guests. • Ensure all VIP amenities, room setups, and personalized touches are delivered accurately and on time. • Act as a liaison between guests and hotel management, escalating feedback or concerns when appropriate. Coordination & Communication: • Work closely with Front Desk, Concierge, Housekeeping, Engineering, and Food & Beverage to ensure seamless service delivery. • Communicate guest preferences and special instructions clearly across departments. • Participate in daily briefings to share guest insights and service priorities. Standards, Etiquette & Brand Representation: • Uphold Raffles grooming, etiquette, and communication standards at all times. • Demonstrate impeccable manners, cultural sensitivity, and emotional intelligence befitting a luxury heritage brand. • Represent the values, history, and service culture of Raffles Hotels & Resorts in every guest interaction. Compliance & Continuous Improvement: • Ensure confidentiality and discretion when handling guest information and situations. • Adhere to hotel policies, safety procedures, and brand standards. • Participate in service culture training, brand programs, and continuous improvement initiatives.Company Description Qualifications & Experience: • Minimum 2 3 years of experience in Guest Relations, Front Office, or Guest Experience roles within a luxury or five-star hotel environment. • Degree or diploma in Hospitality Management or related field preferred. • Experience with property management systems (Opera or equivalent) is an advantage. Skills & Competencies: • Exceptional interpersonal and communication skills. • High emotional intelligence with the ability to read and respond to guest needs. • Strong problem-solving and service recovery skills. • Excellent organizational ability and attention to detail. • Proficiency in Microsoft Office and hotel systems. • Fluency in English required; additional languages are a strong advantage. Personal Attributes: • Naturally warm, gracious, and guest-focused personality. • Polished, elegant appearance and professional demeanor. • Calm, confident, and composed under pressure. • Flexible and able to work shifts, including weekends and holidays. • Discreet, trustworthy, and service-oriented. • Degree or diploma in Hospitality Management or related field preferred. • Experience with property management systems (Opera or equivalent) is an advantage. Skills & Competencies: • Exceptional interpersonal and communication skills. • High emotional intelligence with the ability to read and respond to guest needs. • Strong problem-solving and service recovery skills. • Excellent organizational ability and attention to detail. • Proficiency in Microsoft Office and hotel systems. • Fluency in English required; additional languages are a strong advantage. Personal Attributes: • Naturally warm, gracious, and guest-focused personality. • Polished, elegant appearance and professional demeanor. • Calm, confident, and composed under pressure. • Flexible and able to work shifts, including weekends and holidays. • Discreet, trustworthy, and service-oriented.