Guest Relations Ambassador

FAIRMONT; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel brand in Ras al-Khaimah is seeking a dedicated guest relations staff member to provide exceptional service to all guests. This role involves welcoming guests, assisting with their needs, and managing guest complaints. Strong communication skills and a commitment to maintaining high standards are essential. The ideal candidate will be proactive in promoting hotel services and ensuring a memorable experience for all guests.

Qualifications

• Experience in guest relations or customer service.
• Strong communication skills and ability to resolve conflicts.
• Proficiency in hotel management systems preferred.

Responsibilities

• Provide personalized service to guests following hotel standards.
• Assist in guest relations and pre-event arrangements.
• Welcome guests and escort them to their rooms or areas.
• Manage guest complaints effectively and professionally.
• Promote hotel services and amenities to guests.

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Responsibilities

• To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures.
• To assist the Inspired Meetings teams and any other department in guest relation needs or pre-event arrangements.
• To personally welcome guests and escort them to their rooms, outlets or other public areas as requested.
• To offer welcome drinks and towels to check-in guests at the reception.
• To present the outlets and describe the hotel services to the guest and to promote the internal activities and events.
• To ensure uncompromising levels of cleanliness and maintenance through own responsibility.
• To use appropriate materials, equipments and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly.
• To use the proper telephone etiquette as per Sofitel standards.
• To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the Guest Experience Manager or Front Office Manager for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To do a proper filing and handover between the shifts.
• To be aware of all VIPs visiting or staying in the hotel.
• To properly use all the equipment and PMS.
• To daily read the logbook and to sign it and update the activity reports.
• To be updated with all the happenings in the hotel and with the latest administrative, organizational, operational or other changes and news.
• To attend a daily line up briefing with the guest relation team to recapitulate tasks and activity.
• To promote the Accor loyalty programs.
• To maintain an atmosphere of high morale and a happy working relationship among the team.
• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
• To carry out any other reasonable duties as assigned by the Guest Experience Manager and the Front Office Manager.