Guest Relations Manager

RIXOS; Abu Dhabi; On-site; AED 167,000 - 279,000; Full time

Job summary

RIXOS in Abu Dhabi seeks a seasoned Guest Relations professional to welcome guests, manage VIP services and ensure flawless experiences across departments. You will supervise the Guest Relations team, coach staff and resolve inquiries with discretion.

Fluent in English and Russian, with a third language a plus, you will tailor personalized service for international guests. You will coordinate with Front Office, Concierge and Housekeeping, maintain guest records, plan VIP arrivals and support

Qualifications

• Diploma or Bachelor’s degree in Hotel/Hospitality management preferred.
• Experience with PMS/CRM systems and guest profiling tools.
• Experience in luxury hotel or resort environment is highly desirable.

Responsibilities

• Assist in welcoming guests and ensuring smooth check-in/check-out experiences.
• Handle guest inquiries, requests and complaints with timely resolution.
• Supervise Guest Relations team and coach staff to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping and other departments for seamless guest experiences.
• Plan VIP arrivals, guest recognition programs and special events.
• Maintain guest records, preferences and special requests in the hotel system.
• Support audits, inspections and quality control initiatives.

Skills

VIP guest management

Communication

Interpersonal skills

Leadership

Problem solving

Multilingual

Education

Diploma in Hotel Management

Bachelor’s in Hospitality Management

Tools

PMS/CRM

MS Office

Job description

Job Description Assist in welcoming and ensuring smooth check-in check-out experiences for all guests Handle guest inquiries requests and complaints professionally ensuring timely resolution Proactively engage with VIPs regular guests and special groups to enhance satisfaction and loyalty Monitor guest satisfaction and provide feedback to management for service improvements Supervise and support the Guest Relations team in daily operations Provide coaching and guidance to team members to maintain service standards Coordinate with Front Office Concierge Housekeeping and other departments to ensure seamless guest experiences Maintain guest records preferences and special requests in the hotel system Assist in preparing daily reports VIP arrival plans and guest recognition programs Support the Guest Relations Manager in audits inspections and quality control initiatives Assist in planning and executing special events VIP services and guest recognition programs Ensure proper arrangements for guest amenities surprises and personalized services

Qualifications

Qualification: Diploma or Bachelor's Degree in Hotel Management, Hospitality Management, Tourism or a related discipline is preferred. Additional qualifications in Guest Experience, Customer Service or Luxury Hospitality would be an advantage.

Experience

• Minimum 3 years or more of experience in Front Office, Guest Relations or a similar guest-facing role within a 5-star hotel or luxury resort.
• Minimum 2 3 years in a managerial position within Guest Relations or Front Office.
• Proven experience in managing VIP guests, guest profiling, service recovery and guest experience.
• Experience in a luxury resort environment is strongly preferred.
• Experience with PMS/CRM systems and guest profiling tools.

Technical skills

• Strong knowledge of luxury hospitality and guest experience standards.
• Excellent understanding of guest profiling and CRM practices.
• Strong knowledge of VIP and repeat guest management.
• Excellent complaint handling and service recovery skills.
• Strong telephone etiquette and communication standards.
• Proficiency in PMS/CRM and Microsoft Office applications.
• Ability to analyse guest feedback and service quality data.
• Good knowledge of hotel operational procedures and interdepartmental coordination.
• Fluent in English and Russian, with proficiency in a third language. Other language is a plus Excellent verbal and written communication skills, with the ability to interact confidently and professionally with an international clientele.

Soft skills

• Excellent interpersonal and communication skills.
• Warm, approachable and naturally guest-oriented.
• Strong leadership and team management skills.
• Excellent listening and empathy skills.
• Highly organised with strong attention to detail.
• Proactive and anticipates guest needs.
• Confident in handling difficult and sensitive situations.
• Strong problem-solving and decision-making abilities.
• Professional, discreet and trustworthy.
• Calm and composed under pressure.
• Strong cultural awareness and ability to interact with an international clientele.
• Passionate about delivering exceptional and personalised guest experiences.
• Strong sense of luxury service and attention to detail.