Guest Relations Agent

The Guest Relations Agent is responsible for delivering personalized and attentive service to guests with a strong focus on VIP arrivals in-house guest engagement and seamless guest experiences The role supports VIP check-in and check-out handles guest requests and concerns coordinates special arrangements and works closely with other departments to ensure exceptional service throughout the guest journey

• Prepare and coordinate VIP arrivals including room allocation amenities welcome letters and special requests
• Assist with VIP check-in and check-out including in-room check-in and room orientation when required
• Maintain accurate guest profiles and records in OPERA
• Handle guest requests enquiries and complaints professionally ensuring timely follow-up and service recovery
• Conduct courtesy calls and manage pre-arrival communication based on guest status
• Coordinate VIP amenities celebrations transportation and other special arrangements
• Liaise with Housekeeping F amp B and other departments to ensure smooth guest experiences
• Manage guest messages mail packages key cards and trace requests efficiently
• Support restaurant reservations and ensure guest preferences and dietary requirements are accurately recorded
• Maintain Guest Relations reports logbooks and daily operational follow-up
• Maintain high standards of grooming professionalism confidentiality and guest service
• Contribute to guest satisfaction revenue generation and the achievement of hotel service standards

Previous experience in Guest Relations, Front Office, or a similar role, preferably within a luxury hotel or resort environment. Fluent in German and Russian is preferred. Ability to handle VIP guests and special requests with discretion and professionalism.