Guest Relations Agent

The Corinthia Grand Hotel Astoria Brussels is looking for a Guest Relations Agent.

The Guest Relations Agent is responsible for delivering exceptional service to guests from arrival to departure. This role ensures guests feel welcomed, attended to, and satisfied with their experience by handling inquiries, resolving complaints, and providing personalized assistance throughout their stay.

As Guest Relations Agent, you will be responsible for the following duties:

· Providing a warm, professional, and personalized welcome to all guests, ensuring VIPs, long-stay, and repeat guests receive special recognition.

· Managing and coordinating guest pre-arrival communications, including calls, emails, and special requests, ensuring these are actioned and shared with relevant departments.

· Overseeing and maintaining guest amenity programs, including preparation, delivery, and quality checks for in-room amenities.

· Acting as the primary point of contact for guest assistance, anticipating needs, and delivering tailored solutions throughout their stay.

· Coordinating with all departments to ensure smooth service delivery, including room readiness, special arrangements, and event preparations.

· Organizing and supporting special guest experiences, such as celebrations, gifting, and unique hotel tours.

· Ensuring guest preferences, feedback, and service history are accurately recorded for future stays.

· Handling guest feedback, service recovery, and complaint resolution in a prompt and professional manner.

· Conducting room checks to ensure quality standards are met before guest arrival.

· Providing support to the Front Office and Butler, and other operational teams as required. Act as a front office agent when needed.

· Participating in hotel programs such as the Guardian Angel initiative to enhance the guest experience.

· Engaging with guests of all ages, ensuring services and amenities are adapted to children, families, and special occasions.

· Ensure presence in the lobby and guest contact areas.

· Establish a relationship of trust with all guests.

As Guest Relations Agent, we expect from you: 

• Excellent communication and interpersonal skills.
• Fluent in English, French, Dutch; additional languages are a plus.
• Pleasant, well-groomed, and professional appearance.
• Customer-focused with a friendly and approachable personality.
• Basic knowledge in electrical, plumbing, and mechanical systems.

General Skills.

Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Note:

This job description outlines the primary responsibilities and qualifications for the Guest Relations Agent role. However, it is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The scope of the role may be adapted at any time to meet the needs of the business, and additional tasks or responsibilities may be assigned as required.

Note:

This job description outlines the primary responsibilities and qualifications for the Guest Relations Agent role. However, it is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The scope of the role may be adapted at any time to meet the needs of the business, and additional tasks or responsibilities may be assigned as required.

At the Corinthia Brussels, we prioritize inclusion, diversity, and the well-being of our team. We believe that every voice matters and strive to create an environment where everyone feels respected and valued. Rest assured, we treat all applications with fairness and without discrimination.

Join us and be part of a team that values your uniqueness and cares about you.