Front Desk Agent/Guest Relation Agent

-Welcome and assist guests upon arrival, during their stay, and at departure.
-Build positive relationships with guests and anticipate their needs.
-Ensure Kristall Club, VIP guests, repeater guests, and special occasions receive personalized attention before, during and after their stay.
-Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.
-Act as the primary point of contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences.
-Coordinate guest preferences and special requests with relevant departments.
-Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up.
-Coordinate service recovery actions based on guest complains.
-Maintain accurate guest profiles and preference records.
-Conduct regular lobby presence and guest engagement activities to proactively identify guest needs.
-Respond to guest feedback across online review platforms and internal guest satisfaction channels.
-Participate in weekly operational meetings to maintain thorough knowledge of upcoming arrivals, VIP guests, special requests, and key guest information.