Guest Relations Agent

AccorHotel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Guest Relations Manager to enhance guest satisfaction. In this pivotal role, you will oversee all aspects of guest relations, ensuring that every guest feels valued and recognized. Your responsibilities will include greeting VIP guests, managing special requests, and coordinating with various hotel departments to deliver exceptional service. If you thrive in a fast-paced environment and have a passion for hospitality, this is your chance to make a significant impact in a vibrant, multicultural setting. Join a team that values excellence and commitment to guest satisfaction.

Qualifications

• Minimum 2 years of Guest Relations experience in a four or five-star hotel.
• Strong communication skills in English and ability to work in a multicultural team.

Responsibilities

• Ensure maximum guest satisfaction from arrival to departure.
• Handle guest complaints and follow up on corrective actions.
• Meet and greet VIP guests personally.

Skills

Written and verbal communication

Interpersonal skills

Cultural awareness

Judgment with difficult guests

Education

Degree from School for Tourism & Hotel Management

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 VIPs receive special recognition and service.
• Meet and greet VIP guests personally.
• Liaise closely with Concierge, Butler, and Sofitel Club for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Prepare compendiums prior to 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.
• Participate in regular meetings for all Guest Relations team members, Butlers, and Sofitel Club staff to facilitate communications and smooth operations.
• Adhere to OH&S policies and procedures.
• Perform related duties and special projects as assigned.

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English.
• Able to develop rapport with colleagues and management staff.
• Ability to work cohesively with coworkers as part of a multicultural team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with guests and patrons.
• Able to exercise good judgment with difficult guests.

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management.

EXPERIENCE

• Minimum 2 years Guest Relations experience, preferably in a four or five-star hotel.

Remote Work: No

Employment Type: Full-time