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. 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. • Understanding of Ultra-Luxury guest expectations and brand alignment. • experience in project coordination, scheduling, and document control during pre-Opening stages. • Experience in pre-Opening is a must. • A proactive, anticipatory approach with a strong sense of ownership and accountability. • Impeccable grooming and personal presentation aligned with Luxury standards. We are much more than a world leader. We are 240,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,100 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making “Feel Welcome” resonate as the finest hotel promise. From luxury to economy and in every corner of the globe, AccorHotels' 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services. Our Brands include: -Raffles -Fairmont -Sofitel -MGallery -Grand Mercure -Pullman -Swissôtel -Novotel -Suite Novotel -Mercure -Thalassa sea & spa -Adagio -ibis -ibis Styles -ibis budget -HotelF1 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.