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. …