About this role

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

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

Guest Relations Agent