Job Description
Job DescriptionSalary: $41,600
Job Overview
The Guest Relations Agent ensures every LRMB guest enjoys a flawless, memorable experience by delivering exceptional service, anticipating needs, and providing intuitive hospitality. This role combines front desk and concierge responsibilities and requires strong communication skills, attention to detail, and a passion for service excellence.
The ideal candidate thrives in a fast-paced, luxury environment and takes ownership of the guest journey from pre-arrival to post-departure.
Responsibilities and Duties
Guest Experience & Service Excellence
- Embody and deliver LRMB guest service luxury standards consistently.
- Anticipate guest needs, provide personalized service, and handle all requests and complaints with care and sincerity.
- Ensure flawless arrival and departure experiences following LRMB guest journey protocols.
- Recognize and provide special amenities for children and pets, creating a welcoming and inclusive environment.
- Maintain accurate guest profiles to ensure seamless communication and service delivery.
Concierge & Front Desk Duties
- Assist with check-ins, check-outs, and in-house guest requests.
- Coordinate amenities and concierge services in partnership with LRMB preferred vendors.
- Verify that all units are ready and compliant with LRMB standards before guest arrival.
- Participate in pre-shift meetings to stay updated on guest arrivals, departures, and special requests.
Operational & Administrative Support
- Continuously improve skills and knowledge to enhance service delivery.
- Document and manage guest interactions accurately in internal systems.
- Support the broader mission and values of LRMB in daily operations.
Skills & Qualifications
- Excellent interpersonal and communication skills, both in-person and via phone.
- Fluent in English, both written and verbal.
- Strong computer skills and ability to learn multiple software platforms.
- Ability to prioritize, organize, and follow up efficiently.
- Professional demeanor, personable, and enthusiastic.
- Observant, detail-oriented, and able to multitask in a busy environment.
- Flexible availability, including days, evenings, weekends, and holidays.
- Knowledge of local restaurants, attractions, and hot spots preferred.
- Reliable transportation required.
Ideal Candidate Possess
- 12 years of experience in hotel front office, concierge, or guest relations.
- High degree of professionalism and analytical abilities.
- Exceptional organizational, computer, and communication skills.
- Passion for delivering luxury hospitality experiences and exceeding guest expectations.