Guest Relations Agent

FAIRMONT; Abu Dhabi; On-site; AED 40,000 - 55,000; Full time

Job summary

A luxury hospitality establishment in Abu Dhabi is seeking a VIP Guest Relations professional. Responsibilities include managing VIP arrivals, handling guest inquiries, and coordinating with various departments to ensure satisfaction. Candidates should have a University Degree in Hotel Management and at least one year of experience in a related role, with proficiency in German preferred. This position offers competitive salary and comprehensive health benefits.

Benefits

Competitive Salary and Compensation

Training and Development Opportunities

Health and Wellness Benefits

Transportation Services

Qualifications

• Minimum of 1-year experience in a similar role in a 5-star hotel.
• Ability to handle guest complaints efficiently.
• Strong interpersonal skills for guest interactions.

Responsibilities

• Prepare for daily VIP arrivals with special requests.
• Efficiently register and process check-in/out for VIP guests.
• Resolve guest complaints and liaise with concerned departments.

Skills

Fluent in German

Customer service

Attention to detail

Education

University Degree in Hotel Management

Job description

Company Description

Rixos Marina Abu Dhabi is a luxurious hospitality establishment that seamlessly combines modern elegance with world-class amenities. Nestled in the heart of Abu Dhabi, our resort offers an unparalleled experience for both leisure and business travelers. With a prime waterfront location, Rixos Marina Abu Dhabi sets itself apart as a premier destination for those seeking a blend of sophistication, comfort, and personalized service.

Key Features:

• Stunning Waterfront Setting:
• Luxurious Accommodations:
• World-Class Dining:
• State-of-the-Art Facilities:
• Exceptional Service:

Our accommodations are designed to provide the utmost comfort and style. Each room and suite is meticulously furnished with modern amenities, ensuring a relaxing and enjoyable stay for every guest.

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 guests 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 and 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.
• 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

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

Must speak German Language

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.