Guest Relations Agent

2. Key Responsibilities

• Welcome and engage with guests in a warm, professional, and personalised manner.
• Assist guests with enquiries, requests, activities, dining arrangements, and special occasions.
• Build positive relationships with guests and anticipate their needs.
• Monitor guest satisfaction and proactively address concerns or complaints.
• Follow up on guest requests to ensure timely and satisfactory resolution.
• Coordinate with Front Office, F&B, Housekeeping, Activities, Spa, and other departments to meet guest requirements.
• Maintain accurate records of guest preferences, requests, and feedback.
• Assist with VIP arrivals, special occasions, and personalised guest experiences.
• Conduct regular guest interactions throughout the stay and seek feedback.
• Support service recovery and escalate serious concerns to management when required.
• Provide guests with accurate information about resort facilities, activities, services, and local attractions.
• Ensure all guest communication is handled professionally and confidentially.
• Participate in daily briefings and communicate important guest information to the relevant teams.
• Maintain a high standard of personal grooming, professionalism, and Anantara service culture.
• Assist with Front Office duties when required, according to operational needs.
• Perform any other reasonable duties assigned by management.

3. Key Performance Areas

• Guest satisfaction and positive feedback.
• Quality and speed of response to guest requests.
• Effective handling and resolution of guest concerns.
• Personalised guest engagement.
• Accurate communication and follow-up.
• Compliance with Anantara service standards and resort procedures.
• Effective coordination with other departments.

4. Qualifications & Experience

• Hospitality qualification or relevant experience preferred.
• Previous experience in Guest Relations, Front Office, or a luxury hospitality environment is an advantage.
• Strong customer service and communication skills.
• Good English communication skills; Portuguese is an advantage.
• Knowledge of resort services and guest experience practices is preferred.

5. Skills & Competencies

• Excellent interpersonal and communication skills.
• Warm, friendly, and professional personality.
• Strong guest-focused approach.
• Good problem-solving and service recovery skills.
• Ability to remain calm and professional under pressure.
• Strong attention to detail.
• Good organisational and time-management skills.
• Ability to work effectively as part of a team.
• Proactive approach to anticipating guest needs.
• Professional appearance and positive attitude.

6. Working Conditions

• Willingness to work shifts, weekends, public holidays, and according to operational requirements.
• Ability to work in a resort environment and interact with guests from diverse backgrounds.
• Must comply with all Anantara, Minor Hotels, and Indigo Bay S.A. policies and procedures.
• Must maintain professional grooming and uniform standards at all times.

7. Authority & Accountability

The Guest Relations Agent is responsible for ensuring that guests receive attentive, personalised, and professional service throughout their stay. The position is expected to resolve guest requests within its level of authority and promptly escalate significant complaints or operational matters to the relevant manager.

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