Guest Experience Expert - GRA

St. Regis; Abu Dhabi; On-site; AED 40,000 - 50,000; Full time

Job summary

A luxury hotel in Abu Dhabi seeks a Guest Relations Agent to provide exceptional service to guests, particularly VIP and Marriott Bonvoy Elite Members. The role demands efficient complaint management and a commitment to ensuring a welcoming and personalized experience. Candidates should have a high school diploma and at least 1 year of experience in luxury hotels. This position is integral to maintaining St. Regis's high standards of hospitality and guest satisfaction.

Qualifications

• 1 year of work experience in luxury hotels.
• Ability to maintain guest privacy and confidentiality.
• Excellent communication and interpersonal skills.

Responsibilities

• Assist hotel guests efficiently and courteously.
• Manage guest complaints professionally.
• Oversee VIP guests and Marriott Bonvoy Elite Members.
• Maintain guest history with accurate information.
• Ensure cleanliness and maintenance of the workplace.

Skills

Guest service

Complaint management

Telephone etiquette

Education

High school diploma or G.E.D. equivalent

Job description

Start Your Journey With Us

From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition. Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite – the highest suspended suite in the world, connecting the two Nation Towers.

The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as "Hosts," are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabi’s best address—The St. Regis Abu Dhabi, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5-Star Rating.

Job Requirement

The Guest Relations Agent assists hotel guests efficiently, courteously and professionally. Takes care of all VIP guests, Marriott Bonvoy Elite Members requests and coordinates with all concerned departments to fulfil guest needs and requests.

ESSENTIAL FUNCTIONS

• To be an ambassador of the Front Office and the hotel, in and outside the workplace.
• To provide a personal service to all the guests, fully aware and following the hotel standards and procedure.
• To ensure that all guests receive a warm welcome and that they enjoy their stay/visit being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To ensure uncompromising levels of cleanliness and maintenance of the workplace through own responsibility.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.
• To call a manager for advice in serious cases or if an approval is required.
• To ensure a proper use of the telephone etiquette as per St. Regis standard.
• Greets guests upon arrival and bids farewell upon departure.
• Ensures that, whenever possible, guests receive bespoke recognition.
• Inspects VIP room status and amenities in good order prior to guests’ arrival.
• Maintains an active presence in the hotel lobby and at the main door to greet and assist incoming guests.
• Actively obtains feedback from guests to improve services and facilities.
• Assists and coordinates with Front Desk to ensure consistent service.
• Ensures that guest history is updated on a regular basis with accurate information.
• Review and prepares next day’s arrival reports for Marriott Bonvoy Elite Members, VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated.
• Handles guest complaints immediately and follows up thoroughly.
• Maintains a neat, tidy and professional appearance at all times.
• Assists the Guest Relations team in carrying out the following tasks, as required:
  • Maintains an active presence in the hotel lobby to greet and assist incoming guests – Lobby Position.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: 1 year work experience in Luxury Hotels.

Equal Employment Opportunity Statement

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.