Guest Relations Agent

Job Overview

The Guest Relations Agent ensures every LRMB guest enjoys a flawless, memorable experience by delivering exceptional service, anticipating needs, and providing intuitive hospitality. This role combines front desk and concierge responsibilities and requires strong communication skills, attention to detail, and a passion for service excellence.

The ideal candidate thrives in a fast-paced, luxury environment and takes ownership of the guest journey from pre-arrival to post-departure.

Responsibilities and Duties

Guest Experience & Service Excellence

• Embody and deliver LRMB guest service luxury standards consistently.


• Anticipate guest needs, provide personalized service, and handle all requests and complaints with care and sincerity.


• Ensure flawless arrival and departure experiences following LRMB guest journey protocols.


• Recognize and provide special amenities for children and pets, creating a welcoming and inclusive environment.


• Maintain accurate guest profiles to ensure seamless communication and service delivery.

Concierge & Front Desk Duties

• Assist with check-ins, check-outs, and in-house guest requests.


• Coordinate amenities and concierge services in partnership with LRMB preferred vendors.


• Verify that all units are ready and compliant with LRMB standards before guest arrival.


• Participate in pre-shift meetings to stay updated on guest arrivals, departures, and special requests.

Operational & Administrative Support

• Continuously improve skills and knowledge to enhance service delivery.


• Document and manage guest interactions accurately in internal systems.


• Support the broader mission and values of LRMB in daily operations.

Skills & Qualifications

• Excellent interpersonal and communication skills, both in-person and via phone.


• Fluent in English, both written and verbal.


• Strong computer skills and ability to learn multiple software platforms.


• Ability to prioritize, organize, and follow up efficiently.


• Professional demeanor, personable, and enthusiastic.


• Observant, detail-oriented, and able to multitask in a busy environment.


• Flexible availability, including days, evenings, weekends, and holidays.


• Knowledge of local restaurants, attractions, and hot spots preferred.


• Reliable transportation required.

Ideal Candidate Possess

• 1–2 years of experience in hotel front office, concierge, or guest relations.


• High degree of professionalism and analytical abilities.


• Exceptional organizational, computer, and communication skills.


• Passion for delivering luxury hospitality experiences and exceeding guest expectations.