Guest Experience Agent

Your Role in the Story

As a Guest Relations Agent at LUURA, you are the face of our property and the first point of contact for our guests, ensuring every interaction is warm, professional, and memorable. You anticipate guest needs, provide personalized service, and resolve requests or concerns efficiently, creating experiences that exceed expectations. Your role is key in delivering LUURA’s promise of luxury and building lasting guest loyalty.

Key Responsibilities

• Welcome guests warmly upon arrival and provide a smooth, efficient check-in experience.
• Serve as the primary point of contact for guest inquiries, requests, and complaints, ensuring timely and professional resolution.
• Maintain detailed knowledge of hotel facilities, services, dining concepts, and local attractions to provide accurate information and recommendations.
• Handle special requests, VIP arrangements, and guest preferences, ensuring personalized and memorable experiences.
• Coordinate with Front Office, Housekeeping, Concierge, F&B, and other departments to meet guest needs promptly.
• Assist with departures, including check-out procedures, billing, and feedback collection.
• Monitor and respond to guest feedback, both in person and through surveys or online reviews, escalating issues where necessary
• Maintain guest records, preferences, and communications accurately in the property management system.
• Uphold professional appearance, demeanor, and communication at all times
• Anticipate potential guest issues and proactively implement solutions to enhance satisfaction
• Support VIP and repeat guest recognition programs, loyalty initiatives, and special events
• Adhere to Rikas and LUURA standards, SOPs, and company policies.
• Maintain professional appearance, demeanor, and communication standards for yourself and the front office team.
• Ensure smooth coordination with night audit, concierge, and security teams for 24-hour operational excellence.
• Monitor and manage guest satisfaction metrics, service recovery, and team accountability.
• Maintain a professional appearance, demeanor, and communication at all times.

Who We’re Looking For

• Bachelor’s degree in Hospitality, Tourism, Business, Social Marketing, or a related field
• Previous experience in guest relations, front office, concierge, or luxury hotel service is preferred
• Pre-opening experience is a plus
• Strong background in luxury guest experience
• Excellent interpersonal, communication, and problem-solving skills
• Strong attention to detail and ability to anticipate guest needs
• Professional appearance, etiquette, and demeanor
• Ability to work under pressure and manage multiple tasks simultaneously
• Naturally warm, positive, and emotionally intelligent
• Proficiency in English is mandatory; additional languages are an advantage
• Team-oriented, proactive, and guest-focused approach
•  Eligible to work in an EU country

Perks You’ll Love

• Team rates at LUURA, Ennismore & Accor properties worldwide.
• Discounts at our restaurants, bars, and cafes.
• Access to art, cultural events & live music nights.
• Recognition that matters — from surprise gifts to team celebrations.
• Beautiful team spaces & comfortable accommodation (where applicable).

Ready to Dive In?

Bring your energy, your ideas, and your true self — and let’s create something unforgettable together.

📍 Apply now and start your journey with LUURA.