Guest Relations Manager

Rixos Hotels; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Rixos Hotels in Abu Dhabi sucht eine erfahrene Guest Relations Specialist zur Sicherstellung eines hervorragenden Gästeerlebnisses. Sie betreuen VIP-Gäste, koordinieren mit Front Office, Concierge, Housekeeping und anderen Abteilungen, und tragen zur Personalisierung des Services bei.

Sie verfügen über mehrjährige Erfahrung im Gast Relations-Bereich, insbesondere im Umgang mit VIP-Kundschaft, Profiling und Service Recovery, idealerweise in einem 5-Sterne-Resort.

Qualifications

• Diplom oder Bachelorabschluss in Hotellerie bevorzugt.
• Zusätzliche Qualifikationen im Guest Experience oder Luxus-Hospitality vorteilhaft.
• Mindestens 3 Jahre Front Office / Guest Relations in einem 5-Sterne-Hotel oder Luxusresort.
• 2–3 Jahre Führungsverantwortung im Guest Relations oder Front Office.
• Erfahrung mit VIP-Gästen, Profiling, Service Recovery und Guest Experience.

Responsibilities

• Begrüßung der Gäste und Sicherstellung eines reibungslosen Check- in/out.
• Professionelle Bearbeitung von Anfragen und Beschwerden mit zeitnaher Lösung.
• Proaktive Ansprache von VIPs, Stammgästen und Gruppen zur Steigerung der Zufriedenheit.
• Überwachung der Gästezufriedenheit und Feedback an das Management.
• Führung des Guest Relations-Teams im Tagesgeschäft und Coaching der Mitarbeitenden.

Skills

Englisch

Russisch

Weitere Sprache

Education

Diplom oder Bachelor in Hotellerie

Tools

PMS/CRM Systeme

Microsoft Office

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.

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.

Additional Information

Ihr Team und Arbeitsumfeld:

In 1-2 Sätzen stellen Sie das Team, das Hotel oder den Arbeitsplatz so vor, dass sie die Kultur widerspiegeln

Hinweis: Die Anpassung kann an spezifische lokale oder gesetzliche Anforderungen erfolgen, wie z.B. Arbeitserlaubnis

Unser Engagement für Diversity & Inclusion:

Wir sind ein integratives Unternehmen und unser Ziel ist es, vielfältige Talente anzuziehen, rekrutieren und zu fördern.