Guest Relations Agent

Malta Island
Permanent
Full-time

24 days ago

Scope, Purpose and ObjectiveThis position focuses on delivering exceptional customer service and building partnerships with other departments to ensure guests’ needs are met promptly. It involves ensuring that relevant policies and procedures are followed, and that the highest possible level of service is provided in a friendly and professional manner. The role includes responding to situations and activities at the Front Desk and in the lobby, serving as the main point of contact for guests from arrival to departure, and handling their queries throughout their stay.Essential Duties and Responsibilities

Operate from the hotel lobby at a designated desk or back office.

Assist guests with check-in and check-out, along with other cashiering duties.

Answer and redirect incoming phone calls.

Efficiently assist guests throughout their stay by fulfilling requests, handling feedback, providing directions, and offering suggestions.

Prepare amenities for VIP arrivals.

Maximize room revenue by upselling to higher rate categories and selling the best possible rates to walk-in guests.

Perform related duties and special projects as assigned by the Front Office Manager.

Comply with hotel and departmental policies and procedures at all times.

Answer and appropriately redirect emails from the generic information inbox.

Organize transportation for guests.

Perform courtesy calls to ensure guest satisfaction and confirm that any reported issues have been resolved.

This Job Description in no way states or implies that these are the only duties that are to be performed by the employee occupying this position. Employees may be requested to perform other job-related duties assigned to them by their Direct Superior.

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