Guest Relation Agent

Key Responsibilities

• Daily pre-arrival emails sending – 48 hours prior to the arrival date to all guests that has a valid email address. Including hotel information and location map.
• Room Inspections – at least 5 rooms to ensure quality standards and readiness.
• Provide a sincere and charming welcome to every guest, especially VIPs and IHG One Rewards Elite members.
• Engage with guests in a relaxed, natural, and professional manner.
• Courtesy calls to be logged under guest profile notes.
• Handle guest feedback, concerns, and special requests proactively, aiming to resolve issues before they escalate.
• Liaise with Housekeeping, Food & Beverage, Concierge, and other departments to personalize and elevate guest experiences.
• Deliver amenities, welcome letters, and special occasion setups with a sense of creativity and care (Guest birthdays / Anniversary).
• Actively track and respond to guest satisfaction scores (Medallia, HeartBeat) and online reviews (TripAdvisor, Google, etc.).
• Promote IHG One Rewards and assist with guest enrollments and loyalty recognition.
• Stay informed about the hotel’s offerings, local attractions at Abdali Boulevard, and citywide events to assist guests with tailored recommendations.
• Send Departure emails daily after checking out thanking them for their stay – including a link for TripAdvisor / Google reviews to encourage sharing their feedback.