Your Role in the Story
As a Guest Relations Agent at LUURA, you are the face of our property and the first point of contact for our guests, ensuring every interaction is warm, professional, and memorable. You anticipate guest needs, provide personalized service, and resolve requests or concerns efficiently, creating experiences that exceed expectations. Your role is key in delivering LUURA鈥檚 promise of luxury and building lasting guest loyalty.
Key Responsibilities
- Welcome guests warmly upon arrival and provide a smooth, efficient check-in experience.
- Serve as the primary point of contact for guest inquiries, requests, and complaints, ensuring timely and professional resolution.
- Maintain detailed knowledge of hotel facilities, services, dining concepts, and local attractions to provide accurate information and recommendations.
- Handle special requests, VIP arrangements, and guest preferences, ensuring personalized and memorable experiences.
- Coordinate with Front Office, Housekeeping, Concierge, F&B, and other departments to meet guest needs promptly.
- Assist with departures, including check-out procedures, billing, and feedback collection.
- Monitor and respond to guest feedback, both in person and through surveys or online reviews, escalating issues where necessary
- Maintain guest records, preferences, and communications accurately in the property management system.
- Uphold professional appearance, demeanor, and communication at all times
- Anticipate potential guest issues and proactively implement solutions to enhance satisfaction
- Support VIP and repeat guest recognition programs, loyalty initiatives, and special events
- Adhere to Rikas and LUURA standards, SOPs, and company policies.
- Maintain professional appearance, demeanor, and communication standards for yourself and the front office team.
- Ensure smooth coordination with night audit, concierge, and security teams for 24-hour operational excellence.
- Monitor and manage guest satisfaction metrics, service recovery, and team accountability.
- Maintain a professional appearance, demeanor, and communication at all times.