Guest Relations Agent

🚨 We’re Hiring | Guest Relations Agent

We are looking for a friendly, proactive, and guest-focused Guest Relations Agent to be the main point of contact for our guests and ensure a smooth, personalized, and memorable experience throughout their stay.

🎯 About the Role

As a Guest Relations Agent, you will manage guest communication from booking to post-stay, support booking conversion, handle guest requests and issues, identify upselling opportunities, and coordinate closely with Operations to ensure a seamless guest experience.

🔑 Key Responsibilities

• Handle all guest communication across different channels with fast, friendly, and professional responses.
• Follow up with guest inquiries and support booking conversion by addressing questions and concerns.
• Identify and maximize upselling opportunities while keeping the guest experience the priority.
• Coordinate guest and reservation details with the Operations team to ensure smooth check-ins and well-prepared units.
• Handle guest issues and follow up with Operations to ensure quick and effective resolution.
• Support direct bookings and payment coordination while keeping all information updated in the system.
• Follow up after checkout, monitor guest reviews and feedback, and report any issues when needed.
• Ensure all guest interactions, promises, bookings, and upsells are accurately logged in the system.
• Follow company policies and escalate sensitive or high-risk situations when required.

👤 What We’re Looking For

• Previous experience in Guest Relations, Hospitality, Customer Service, or a similar role.
• Strong communication and interpersonal skills.
• Good English communication skills, written and verbal.
• Customer-focused, friendly, and professional attitude.
• Strong problem-solving and follow-up skills.
• Good attention to detail and organizational skills.
• Ability to work in a fast-paced environment.
• Previous experience in sales or upselling is a plus.

Requirements

• Previous experience in Guest Relations, Customer Service, Hospitality, or a similar role.
• Good English communication skills.
• Excellent communication and problem-solving skills.
• Customer-focused and friendly personality.
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced environment.
• Previous experience in upselling or sales is a plus.