Guest Relations Agent - Korean Speaking

Responsibilities
Guest Experience
Personally welcome hotel guests with warmth and efficiency
Conduct room escort and in-room check-ins as required
Ensure guest preferences and special requests are followed and communicated to relevant departments
Manage guest complaints and concerns professionally, resolving them promptly or escalating to the Guest Relations Manage/Duty Manager
Handle guest pre-arrival and post-departure communication to ensure continued satisfaction
Maintain detailed guest history records using Opera Coordination & Communication
Liaise with Front Desk, Housekeeping, Butler, F&B, and Concierge to ensure guest expectations are exceeded.
Coordinate with Housekeeping for room readiness and amenities, especially for special arrivals (honeymooners, VIPs, celebrities).
Work closely with Fairmont Gold team (if applicable) to ensure seamless transitions between departments. Administrative & Reporting
Maintain the daily guest relations logbook
Assist in preparing welcome cards, rooming lists, arrival reports, and VIP trackers.
Monitor guest feedback through platforms like TrustYou, TripAdvisor, and report trends to the manager. Standards & Protocol
Uphold Fairmont standards in appearance, language, and behavior
Maintain confidentiality of all guest information
Participate in regular training, briefings, and service audits