Guest Experience Specialist - Front Desk & Phone Concierge

ENNISMORE; Ras Al Khaimah; On-site; AED 47,000 - 71,000; Full time

Job summary

Rixos Ras Al Khaimah is seeking a Front Office/Guest Services Agent to manage inbound calls, assist guests, and coordinate with departments to ensure seamless service. You will greet guests, verify information, and maintain confidentiality.

Proficiency in English is required; Russian language skills are preferred. Experience with Opera PMS and hotel communication systems is advantageous. Excellent teamwork and a guest-first attitude are essential.

Qualifications

• Previous experience in a Telecommunication, Telephone Operator, Front Office, or Guest Services role within a hotel or hospitality environment is preferred.
• Good command of written and spoken English; Russian speaker preferred.

Responsibilities

• Greet guests by name and handle calls promptly while following hotel standards.
• Verify guest details for room-related calls and maintain confidentiality.
• Keep up-to-date knowledge of hotel facilities, outlets and local area to provide accurate information.
• Utilize Opera PMS and CID system accurately to update guest information timely.
• Coordinate with hotel departments to relay and follow up on guest requests.
• Monitor and respond to the guest message box within required timeframes.
• Handle wake-up calls accurately and punctually.
• Be aware of VIP arrivals and special-needs guests for personalized service.
• Respond to emergencies coordinating with Security and management.
• Take and relay messages accurately while maintaining confidentiality.
• Manage Lost & Found enquiries and coordinate with relevant departments.
• Support upselling initiatives to contribute to revenue.

Skills

Telephone etiquette

Communication

Interpersonal skills

Guest services

English proficiency

Russian language

Tools

Opera PMS

CID system

Job description

Rixos Ras Al Khaimah is seeking a Front Office/Guest Services Agent to manage inbound calls, assist guests, and coordinate with departments to ensure seamless service. You will greet guests, verify information, and maintain confidentiality.

Proficiency in English is required; Russian language skills are preferred. Experience with Opera PMS and hotel communication systems is advantageous. Excellent teamwork and a guest-first attitude are essential.