Guest Relations Agent

AimGulf; Abu Dhabi; On-site; AED 50,000 - 75,000; Full time

Benefits offered by this job

Duty meals provided

Medical insurance

Vacation tickets

Job summary

Rixos Marina Abu Dhabi is seeking a Guest Relations lead to oversee all aspects of guest services in a luxury hotel setting. You will ensure VIP guests receive personalized recognition and collaborate with Concierge and Butler teams for events and promotions.

The role requires strong English communication, sophisticated presentation, and the ability to manage guest requests with poise in a fast-paced environment. Full-time on-site position in Abu Dhabi.

Qualifications

• Associate degree or diploma in Hotel Management or equivalent.
• Certification in hospitality customer service or guest relations is a plus.
• Fluent English, excellent communication and interpersonal skills.

Responsibilities

• Oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
• Ensure VIPs receive special recognition and personalized service.
• Meet and greet VIP guests personally and liaise with Concierge and Butler for events.
• Manage guest requests, complaints, and follow up on corrective actions.
• Maintain repeat guest history and coordinate with Airport Concierge for arrivals/departures.
• Promote hotel facilities and inter-hotel sales to guests.

Skills

Fluent English

Interpersonal skills

Communication skills

Organizational skills

Attention to detail

Team collaboration

Professional grooming

Education

Associate degree or Diploma in Hotel Management

Hospitality certification (Preferred)

Tools

Opera PMS

MS Office

Job description

Job Location: Abu Dhabi, United Arab Emirates

Work Mode: On-site

Job Description / Role:

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.

The position is to oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key 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 other VIP’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 special VIP requests 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 special requests
• Prepare requisitions for amenities on a timely basis
• Performs related duties and special projects assigned

Experience Required:

• Minimum 2 years of professional experience in Guest Relations, Front Desk Operations, or Customer Service roles within a hospitality environment
• Experience in a luxury or upscale hotel environment (Preferred)
• Demonstrated initiative in creating personalized guest experiences and identifying service opportunities (Preferred)

Education Qualifications: Associate degree or diploma in Hotel Management, Hospitality, or equivalent professional qualification. Certification in hospitality customer service or guest relations (Preferred).

Skills Required:

• 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
• Experience with Opera property management system or similar hospitality software (Preferred)
• Strong conflict resolution and problem-solving capabilities (Preferred)
• Cultural awareness and sensitivity in a multicultural workplace setting (Preferred)

Employment / Job Type: Full Time

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

Nationality: Any Nationality

About the Company:

A hospitality company behind a collection of lifestyle hotel, restaurant and nightlife brands. Its portfolio includes design led properties and homegrown food and beverage concepts, with expanding operations in the Middle East offering roles in hotels, culinary and brand teams.

Company Industry: Hospitality

Department / Functional Area: Guest Relations

Closing Date: Not mentioned (apply as soon as possible)