Front Desk Agent / Guest Relation Agent

About the role

Join a prestigious Alpine hotel as a Front Desk Agent and Guest Relation Agent, providing personalized service to all guests, including VIP and repeat visitors. You will be the first point of contact, ensuring a seamless and memorable stay from arrival to departure.

Key responsibilities

• Welcome and assist guests throughout their stay, building positive relationships and anticipating needs.
• Provide tailored attention to Kristall Club members, VIPs, repeat guests, and special occasions.
• Conduct courtesy calls, pre‑arrival and pre‑departure calls to confirm details and gather feedback.
• Act as the primary contact for guest requests, inquiries, and concerns, promoting hotel facilities such as F&B outlets, spa treatments, and concierge services.
• Coordinate guest preferences with relevant departments and manage service recovery actions.
• Handle guest complaints promptly, professionally, and ensure appropriate follow‑up.
• Maintain accurate guest profiles and preference records.
• Monitor and dispatch guest requests via the hotel’s communication and task‑management systems.
• Answer and manage all incoming and outgoing calls, transferring them accurately.
• Participate in weekly operational meetings to stay informed about arrivals, VIP guests, and special requests.
• Ensure compliance with LQA standards and respond to online guest feedback.

Required profile

• Strong customer‑service orientation with a proactive attitude.
• Excellent communication skills in English; additional language skills are a plus.
• Ability to handle high‑pressure situations and resolve guest issues efficiently.
• Attention to detail and strong organizational abilities.
• Team player who can collaborate with multiple hotel departments.

Required skills