Guest Relations Agent

Ennismore; Abu Dhabi; On-site; AED 100,000 - 140,000; Full time

Benefits offered by this job

Duty meals

Vacation tickets

Medical insurance

Job summary

Rixos Marina Abu Dhabi, a luxury property operated by Ennismore, seeks a Guest Relations professional to oversee all aspects of guest satisfaction from arrival through departure. The role emphasizes personal recognition, seamless service, and maintaining impeccable presentation standards with the ability to handle high-pressure situations.

You will greet VIP guests, coordinate with Concierge and Butler for events, manage repeat guest history, and ensure service excellence across hotel promotions

Qualifications

• Associate degree or diploma in Hotel Management, Hospitality, or equivalent qualification.
• Minimum 2 years of professional experience in Guest Relations, Front Desk Operations, or Customer Service in hospitality.
• Fluent English language proficiency (written and verbal).
• Excellent interpersonal and communication skills with diverse guests and colleagues.
• Strong organizational and time management abilities with meticulous attention to detail.
• Ability to stay resilient in fast-paced environments.
• Team collaboration and professional presentation standards.
• Proficiency with hotel property management systems and basic computer applications.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive benefits, and repeat guests and otherVIP’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 specialVIPrequests 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 specialrequests
• Prepare requisitions for amenities on a timely basis
• Performs related duties and special projects assigned

Skills

Fluent English

Interpersonal skills

Communication skills

Organization & time management

Stress management

Team collaboration

Professional presentation

Education

Associate degree or diploma in Hotel Management

Tools

Opera PMS

Job description

We are far more than a worldwide leader in hospitality. We welcome you as you are and offer opportunities to find a role and brand that truly match your personality and aspirations. At Ennismore, we are committed to supporting your growth and learning every day, ensuring that your work brings purpose and fulfillment to your life. During your journey with us, you will have the opportunity to explore limitless possibilities, shape your own story, and help us imagine the future of hospitality together.

Rixos Marina Abu Dhabi is a luxury hotel that delivers authentic Turkish hospitality with exceptional service standards. The hotel redefines luxury by offering a unique and unforgettable holiday experience, creating a new meaning for modern hospitality and leisure.

SALARIES AND BENEFITS

• Duty Meals provided; breakfast/lunch/dinner/midnight meal + coffee breaks
• Vacation tickets /benefits provided by the hotel
• Medical Insurance Provided

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 otherVIP’s receive special recognition and service
• Meet and greet VIP guests personally
• Liaise closely with Concierge andButlerfor Hotel events, restaurant promotions, Limousine requirements and specialVIPrequests 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 specialrequests
• Prepare requisitions for amenities on a timely basis
• Performs related duties and special projects assigned

Qualifications

**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