Guest Relations Agent

RIXOS; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel brand in Abu Dhabi is seeking a Guest Relations Agent to manage VIP arrivals and ensure outstanding customer service. The role includes duties such as check-in processing, conflict resolution, and maintaining guest satisfaction. Candidates must be fluent in Russian and German, with a degree in Hotel Management preferred. Competitive salary and opportunities for career advancement are provided, along with health benefits and training programs.

Benefits

Competitive salary and compensation

Training and development opportunities

Health and wellness benefits

Employee recognition programs

Work-life balance policies

Uniforms and dress code provision

Social events and activities participation

Transportation services

Employee wellness programs

Qualifications

• Minimum of 1 year experience in a similar role in a 5 star hotel.
• Fresher candidates may also apply.

Responsibilities

• Prepare for daily VIPs arrivals in terms of room allocation and amenities.
• Register and process check in / out for VIP guests efficiently.
• Resolve guest complaints and liaise with departments for immediate follow-up.

Skills

Russian

German

Education

University Degree in Hotel Management

Job description

Job Description

MAIN DUTIES AND RESPONSIBILITIES:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Register and process check in / out for all VIPs guests efficiently and professionally.
• Escort VIP gussets to their rooms.
• Update guest information into the computer after a complete check in.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure.
• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints / requests and liaise with the department concerned to ensure immediately follow up
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure that all messages, mails and packages are delivered to the guest room.
• Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
• Follow up with Bell desk regards shuttle Bus.
• Daily courteous calls to VIP rooms, so too with other guests.
• Report any unusual occurrences or requested to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Check Hotel situation, occupancy, functions, groups, VIPs.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regards arrival & departure transport arrangements for the day.
• File daily guest relations report and documents systematically. Code : RHDXB-HR-JD-FO-0012 Publication date : 01.07.2012 Revision Date : 12 June 2019 Revision No : 2 Page No : 3 / 5 JOB DESCRIPTION : GUEST RELATIONS AGENT Rixos Hotels PREPARED BY CONTROLLED BY APPROVED BY HOTEL IMPLEMENTATION CONSENT
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.
• To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager where necessary.

Qualifications

Language Required: Russian, German

University Degree in Hotel Management , fresher or a minimum of 1 year experience in a similar role in a 5 star hotel.

Additional Information

• Competitive Salary and Compensation:

  Rixos Marina Abu Dhabi may offer a competitive salary that reflects the industry standards for similar positions.

• Training and Development Opportunities:

  Access to training programs and development opportunities to enhance skills and advance within the company.

• Career Advancement:

  Opportunities for career growth and advancement within the Rixos Hotels group.

• Health and Wellness Benefits:

  Comprehensive health insurance coverage.

• Employee Recognition Programs:

  Recognition programs to acknowledge and reward outstanding performance and dedication.

• Work-Life Balance:

  Policies and practices that promote a healthy work-life balance, including flexible scheduling where possible.

• Uniforms and Dress Code:

  Provision of uniforms or dress code guidelines for a professional and cohesive appearance.

• Social Events and Activities:

  Participation in social events, team-building activities, and employee gatherings to foster a positive work culture.

• Transportation Services:

  Transportation services.

• Employee Wellness Programs:

  Wellness programs, such as fitness classes or gym access, to promote a healthy lifestyle.