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RIXOS
Guest Relations AgentRIXOS • Abu Dhabi, Abu Dhabi, United Arab Emirates
Guest Relations Agent

Guest Relations Agent

RIXOS • Abu Dhabi, Abu Dhabi, United Arab Emirates
الوصف الوظيفي
Job Description

THE POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

  • Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
  • Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
  • Meet and greet VIP guests personally
  • Liaise closely with Concierge and Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
  • Prepare compendiums prior guest arrival and check-into system if necessary
  • Maintain close contact with Airport Concierge for new arrivals and departures
  • Update and maintain repeat guest history system
  • Promote Inter-Hotel sales and in-house facilities
  • Send prepared welcome cards and amenities to room prior to guest arrival
  • Attend to special requests by guests
  • Handle guest complaints and refer them as necessary, follow up on corrective action
  • Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
  • Prepare requisitions for amenities on a timely basis
  • Performs related duties and special projects assigned

Qualifications

**Required Qualifications:**

  • Associate degree or diploma in Hotel Management, Hospitality, or equivalent professional qualification
  • Minimum 2 years of professional experience in Guest Relations, Front Desk Operations, or Customer Service roles within a hospitality environment
  • Fluent English language proficiency (written and verbal)
  • Excellent interpersonal and communication skills with the ability to engage diverse guests and colleagues
  • Strong organizational and time management abilities with meticulous attention to detail
  • Demonstrated ability to manage stress effectively and remain resilient in fast-paced environments
  • Proven team collaboration skills and a genuine commitment to supporting colleagues
  • Professional presentation standards and impeccable personal grooming habits
  • Proficiency with hotel property management systems and basic computer applications

**Preferred Qualifications:**

  • Experience with Opera property management system or similar hospitality software
  • Multilingual capabilities beneficial for our Abu Dhabi location
  • Certification in hospitality customer service or guest relations
  • Experience in a luxury or upscale hotel environment
  • Demonstrated initiative in creating personalized guest experiences and identifying service opportunities
  • Strong conflict resolution and problem-solving capabilities
  • Cultural awareness and sensitivity in a multicultural workplace setting


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