Join Mövenpick Hotels & Resorts, part of Accor Group, a global pioneer in responsible hospitality with 45+ brands and over 5,600 hotels worldwide. At Mövenpick, hospitality is a work of heart. Become a Heartist® and work in an inclusive environment that values passion, innovation, and meaningful guest experiences.

Job Description:
The Guest Relations Agent, reporting to the Front Desk Manager, plays a key role in providing warm, personalized service to guests throughout their stay. This role focuses on guest engagement in dining venues, proactive resolution of concerns, and collaboration with Front Office and Food & Beverage teams to ensure seamless guest experiences.

Key Responsibilities:

• Welcome and assist guests upon arrival and departure, handling VIP arrivals and special requests.

• Engage with guests during meal periods in hotel dining venues to gather feedback and ensure satisfaction.

• Record and communicate guest feedback for service improvements.

• Coordinate with Housekeeping, F&B, and Front Office teams to meet guest preferences.

• Manage front office duties including check-ins, check-outs, guest inquiries, and cashiering.

• Monitor guest satisfaction trends and support initiatives to improve guest experiences.

• Prepare for daily VIP arrivals and ensure amenities and welcome packs are ready.

• Maintain guest relations reports and documents systematically.

• Respond promptly and professionally to guest complaints and requests, coordinating with relevant departments.

• Uphold hotel standards for service, grooming, and guest interaction.

• Follow safety, hygiene, confidentiality, and environmental policies strictly.

Qualifications:

• Diploma or Degree in Hotel Management.

• Fluency in English; additional languages are an advantage.

• Strong communication and interpersonal skills.

• Ability to work in a fast-paced, multicultural environment.

• Passion for hospitality and guest service excellence.

Company Values:

• Guest Passion: Putting guests first with care and dedication.

• Sustainable Performance: Supporting communities and protecting the planet.

• Respect: Valuing diversity and individual differences.

• Spirit of Conquest: Ambition to innovate and excel.

• Trust: Building teamwork through respect and kindness.

• Innovation: Embracing change and challenging the status quo.