Guest Relations Agent

PETSAN İNŞAAT TURİZM VE RENT A CAR SAN.TİC..A.Ş

Guest Relations Agent

InterContinental Grand Ankara

InterContinental Grand Ankara, providing its guests with a distinguished hospitality experience in line with international service standards, is looking for aGuest Relations Agent to join our Guest Relations team.

We are seeking a highly motivated, guest-oriented, and professional team member with excellent communication skills, a strong sense of hospitality, and a passion for delivering exceptional guest experiences.

General Qualifications

• Preferably a graduate of Tourism and Hotel Management or a related university department,
• Preferably experienced in Guest Relations, Front Office, or a similar position within the luxury hospitality industry,
• Advanced level of written and spoken English; knowledge of an additional foreign language is an asset,
• Excellent verbal and non-verbal communication skills with a professional and courteous approach,
• Strong interpersonal skills with a high level of empathy and active listening abilities,
• Well-groomed with strong professional presentation skills,
• Guest-oriented, attentive to detail, and committed to delivering personalized service,
• Able to understand and anticipate guest needs and expectations,
• Strong problem-solving skills with the ability to handle challenging situations calmly and professionally,
• Culturally aware and sensitive to the expectations of international guests,
• Preferably experienced in handling VIP guests and organizing personalized guest experiences,
• Familiar with hotel management systems, preferably Opera or similar applications,
• Able to work effectively in a fast-paced environment,
• Dynamic, proactive, solution-oriented, and a strong team player,
• Flexible to work in shifts, including weekends and public holidays.

Job Description

• Welcoming and assisting guests in a warm, professional, and personalized manner in accordance with the hotel’s luxury service standards,
• Ensuring guest satisfaction by providing attentive and personalized service throughout the guest journey,
• Anticipating guest needs and proactively identifying opportunities to enhance the overall guest experience,
• Managing guest requests, preferences, and special arrangements efficiently and professionally,
• Providing personalized assistance to VIP guests, honeymoon couples, and other special guests,
• Coordinating VIP arrivals, welcome amenities, special occasions, and personalized guest experiences,
• Handling guest feedback, concerns, and complaints with empathy, discretion, and a solution-oriented approach,
• Following up on guest requests and ensuring timely resolution of issues in coordination with relevant departments,
• Maintaining effective communication and coordination with Front Office, Housekeeping, Food & Beverage, and other hotel departments,
• Ensuring that guest preferences, special requests, and relevant information are accurately recorded and updated in the hotel management system,
• Building positive relationships with guests to encourage loyalty and memorable experiences,
• Demonstrating cultural awareness and respecting the individual preferences and expectations of international guests,
• Supporting the continuous improvement of guest satisfaction and service quality,
• Professionally representing the hotel’s brand identity, service standards, and corporate values at all times.

We look forward to meeting candidates who are passionate about luxury hospitality, dedicated to creating memorable guest experiences, and eager to become part of our Guest Relations team.