Guest Relations Agent

ACCOR; Abu Dhabi; On-site; AED 50,000 - 90,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Guest Relations Coordinator to enhance the guest experience at a luxurious beach resort. This role involves ensuring a seamless arrival and departure process, addressing guest needs proactively, and maintaining high service standards. The ideal candidate will have a background in customer service within a 5-star environment and possess strong interpersonal skills. Join a dynamic team dedicated to providing exceptional service in a stunning setting, where your contributions will make a significant impact on guest satisfaction and overall hotel operations.

Qualifications

• Minimum of 2 years experience in a 5-star hotel environment.
• Strong interpersonal skills and ability to solve problems effectively.

Responsibilities

• Coordinate with departments to ensure seamless guest experiences.
• Greet guests warmly and assist with their needs during their stay.
• Conduct inspections and ensure compliance with hotel standards.

Skills

Interpersonal Skills

Problem Solving

Customer Service

Multilingual (Arabic, Russian)

Reliability

Ability to Work Under Pressure

Tools

Royal Service Manager

Job description

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suites and a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

Job Description

• Coordinate with Front Office, Housekeeping and In Room Dining to ensure room preferences are honored so that Arrival, Stay and Departure experience is a seamless experience.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, and listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet operating hours, hotel’s layout, activities taking place and local attractions.
• Responsible for consolidating guest interview statistics and general comments.
• Conduct guest relations courtesy calls.
• Meet and escort arriving guests ensuring that their needs are satisfied and that they are checked-in in a courteous and efficient manner.
• Contact / Meet Guests during their stay and assist with any needs that arise.
• Conduct regular inspection of rooms and liaise with housekeeping or engineering on deviation from standard set-ups.
• Review all Group Resumes, VIP reports, daily business reports.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Implement repeat guests and other related programs as well as updating guest profile with pertinent information and general comments.
• Review all Fairmont President’s Club / VIP guest incidents and ensure proper follow up is completed with the relevant departments.
• Take ownership in servicing our Le Club Accor members.
• Ensure that all Front Office Standards Operating Policies & Procedures are adhered to.
• Ensure that preferences are collected for guests regularly.
• Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
• Act with initiative, planning for the future and possible consequences. Be proactive in getting things done and exceeding expectations of both guests and colleagues where possible.
• Use Royal Service Manager as the main method of communication throughout the department as required for communication.
• Adhere to and execute all job task checklist points.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working.
• Be familiar with hotel services and promotions and promote them.
• Take and deliver accurate and timely guest messages.
• Respond to queries positively.
• Follow department policies, procedures and service standards, including all safety policies.
• Other duties as assigned.

Qualifications

• The candidate must have a minimum of 2 year experience working in a 5-star hotel environment.
• Strong interpersonal and problem solving abilities.
• Previous experience in customer service is an asset.
• Ability to speak additional languages such as Arabic or Russian is an advantage.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.