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. …