Guest Relations Agent

Ennismore; Abu Dhabi; On-site; AED 100,000 - 167,000; Full time

Benefits offered by this job

Duty Meals provided

Medical Insurance Provided

Vacation tickets

Job summary

Ennismore seeks a dedicated Guest Relations lead for Rixos Marina Abu Dhabi to maximize guest satisfaction from arrival to departure. You will personally greet VIPs, coordinate with Concierge and Butler for events, and ensure all guests receive personalized attention and benefits.

You will maintain guest history, liaise on arrivals and departures, and handle complaints with prompt corrective actions. The role requires a professional hospitality background, excellent English, strong

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.
• Proficiency with hotel property management systems and basic computer applications.

Responsibilities

• Oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Meet and greet VIP guests personally and liaise with Concierge/Butler for events and special requests.
• Maintain repeat guest history system and coordinate with Airport Concierge for arrivals/departures.
• Prepare requisitions for amenities and ensure room allocations meet guest needs.
• Handle guest complaints and follow up on corrective actions; manage special VIP requests.

Skills

Fluent English

Interpersonal skills

Communication skills

Organizational skills

Time management

Team collaboration

Guest service mindset

Resilience under pressure

Education

Associate degree or diploma in Hotel Management/Hospitality

Equivalent professional qualification

Tools

Opera PMS

MS Office

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