Guest Relations Agent

About the role

The Guest Relations Agent will be the primary point of contact for guests at Fairmont La Hacienda, delivering personalized service and ensuring a memorable stay. You will work closely with multiple hotel departments to anticipate and fulfill guest needs.

Key responsibilities

• Welcome guests in a professional, friendly, and courteous manner.
• Build positive relationships, anticipate guest needs, and handle VIP arrivals, special requests, and celebrations.
• Respond promptly to guest inquiries, requests, and complaints, coordinating with Housekeeping, Food & Beverage, Maintenance and other departments.
• Follow up on guest feedback, maintain accurate records of interactions, and ensure resolutions are implemented.
• Promote hotel services, facilities and local attractions, and support loyalty program enrollments.
• Conduct courtesy calls and satisfaction checks during stays and assist in emergency situations according to hotel protocols.

Required profile

• High school diploma or equivalent; hospitality or tourism studies preferred.
• Previous experience in Guest Relations, Front Office, Customer Service or Hospitality is an advantage.
• Excellent communication, interpersonal and problem‑solving skills.
• Ability to multitask in a fast‑paced environment with a professional appearance and positive attitude.
• Fluent in English; additional languages are highly valued.

Required skills

• Proficiency in Microsoft Office.
• Familiarity with hotel management systems.