Guest Service Agent - German Speaking

About the role

The Guest Service Agent is responsible for handling all aspects of guest service to maximise satisfaction. Acting as the primary point of contact, the role involves welcoming guests, managing their requests, and coordinating with concierge, butlers, housekeeping and other departments to ensure a seamless experience.

Key responsibilities

• Greet guests on arrival, conduct check‑in, provide resort introduction and hand over to rooming staff.
• Coordinate special requests, excursions, amenity orders and VIP preparations with relevant departments.
• Promote inter‑hotel sales, seasonal packages and loyalty programmes, and upsell onward bookings at other Raffles properties.
• Handle guest complaints, follow up on corrective actions and maintain detailed guest feedback records.
• Send pre‑arrival emails, update guest profiles with preferences and ensure repeat and VIP guests receive personalised recognition.
• Inspect VIP rooms prior to arrival and ensure all arrival reports and special requests are addressed.

Required profile

• Strong written and verbal communication in English and preferably an additional language (German required).
• Minimum two years of Front Office or Guest Relations experience in a four‑ or five‑star hotel.
• Ability to work calmly, courteously and collaboratively in a multicultural environment.
• Proven capability to develop rapport with colleagues, management and guests.