Luxury Guest Relations Specialist — Global Roles & Benefits

Minor Hotels; Roma; Presencial; EUR 23.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Worldwide experience

Career development opportunities

Training programmes

Wellbeing initiatives

Team recognition programs

Sustainability programme

Staff rates and discounts

Descripción de la vacante

Minor Hotels Europe & Americas is seeking a Guest Relations Agent to be the ambassador of luxury service throughout the guest journey. You will anticipate needs, tailor interactions, and collaborate with Front Office and Concierge to deliver memorable stays for international guests.

Bring outstanding communication, attention to detail, and a passion for personalised hospitality, while upholding world-class standards across our diverse destinations.

Formación

• Experience in Guest Relations/Front Office/Concierge or luxury hospitality.
• Excellent interpersonal and communication skills.
• Fluent English; additional languages valued.

Responsabilidades

• Create Personalised Guest Experiences: Build authentic relationships with guests, understand their individual preferences, and tailor every interaction to deliver a personalised and memorable stay.
• Anticipate Guest Needs: Proactively engage with guests, identify their expectations, and anticipate opportunities to enhance their experience before requests or concerns arise.
• Manage Guest Requests: Accurately record, coordinate, and follow up on guest requests, enquiries, and special arrangements with the relevant departments, ensuring timely communication and successful completion.
• Handle Guest Concerns and Service Recovery: Listen attentively, demonstrate empathy, and take ownership of guest complaints or service issues. Implement appropriate solutions within your level of authority, escalations when necessary, and follow up to ensure complete resolution and guest satisfaction.
• Capture Guest Feedback: Encourage and document guest feedback throughout the stay, monitor satisfaction levels, and share insights, trends, and recurring concerns to support continuous service improvement.
• Maintain Guest Profiles: Keep guest records accurate and up to date by documenting preferences, recognition details, special requests, and relevant stay information, ensuring consistent and personalised service delivery.
• Coordinate Special Experiences: Organise amenities, celebrations, and customised guest experiences, collaborating with all relevant departments to deliver seamless and memorable moments.
• Promote the Hotel and Destination: Demonstrate expert knowledge of the hotel’s facilities, restaurants, wellness offerings, and exclusive services, while providing personalised recommendations on local attractions, experiences, and activities.

Conocimientos

Guest relations

Front Office

Concierge experience

Interpersonal skills

English proficiency

Descripción del empleo

Minor Hotels Europe & Americas is seeking a Guest Relations Agent to be the ambassador of luxury service throughout the guest journey. You will anticipate needs, tailor interactions, and collaborate with Front Office and Concierge to deliver memorable stays for international guests.

Bring outstanding communication, attention to detail, and a passion for personalised hospitality, while upholding world-class standards across our diverse destinations.