Guest Relation Agent

ENNISMORE; Abu Dhabi; On-site; AED 56,000 - 89,000; Full time

Job summary

ENNISMORE in Abu Dhabi is seeking a Guest Relations Agent to deliver outstanding guest experiences from check-in to check-out. You will be the primary contact for guests, ensuring comfort and resolving issues with warmth and professionalism.

You will greet guests, assist with check-in/out, handle requests, provide information on facilities and local attractions, coordinate special occasions, and liaise with housekeeping, F&B and maintenance to ensure satisfaction.

Qualifications

• Minimum 2 years of experience in a customer-facing role, preferably in hospitality or front office.
• Excellent communication and interpersonal skills.
• Friendly, empathetic, and service-oriented personality.
• Proficient in using hotel management software and Microsoft Office.
• Ability to multitask and remain calm under pressure.
• Fluent in English and Russian language (additional languages are a plus).
• Flexibility to work shifts, weekends, and holidays as needed.

Responsibilities

• Greet and welcome guests upon arrival with a warm and professional demeanor.
• Assist with check-in and check-out procedures efficiently and accurately.
• Handle guest requests, inquiries and complaints in a timely and courteous manner.
• Provide information on hotel facilities, services and local attractions.
• Coordinate special guest requests (e.g. room preferences, special occasions, amenities).
• Liaise with other departments (housekeeping, maintenance, F&B) to ensure guest satisfaction.
• Maintain updated knowledge of hotel policies, promotions and room availability.
• Record guest feedback and contribute to improving guest satisfaction scores.
• Anticipate guest needs and offer proactive assistance.
• Promote hotel services, facilities and upgrades when appropriate.

Skills

Communication skills

Interpersonal skills

Customer service orientation

Multitasking

Calm under pressure

Fluent English

Russian language

Hotel management software

Microsoft Office

Tools

Hotel management software

Microsoft Office

Job description

The Guest Relations Agent is responsible for delivering outstanding guest service experiences from check-in to check-out. This role acts as the primary point of contact for guests ensuring their comfort, resolving any issues promptly and providing personalized services that reflect the hotel s high standards.

Greet and welcome guests upon arrival with a warm and professional demeanor.

Assist with check-in and check-out procedures efficiently and accurately.

Handle guest requests, inquiries and complaints in a timely and courteous manner.

Provide information on hotel facilities, services and local attractions.

Coordinate special guest requests e g room preferences special occasions amenities.

Liaise with other departments housekeeping maintenance F amp B to ensure guest satisfaction.

Maintain updated knowledge of hotel policies promotions and room availability.

Record guest feedback and contribute to improving guest satisfaction scores.

Anticipate guest needs and offer proactive assistance.

Promote hotel services facilities and upgrades when appropriate.

Minimum 2 years of experience in a customer-facing role, preferably in hospitality or front office.

Excellent communication and interpersonal skills.

Friendly, empathetic, and service-oriented personality.

Proficient in using hotel management software and Microsoft Office.

Ability to multitask and remain calm under pressure.

Fluent in English and Russian language (additional languages are a plus).

Flexibility to work shifts, weekends, and holidays as needed.