Guest Relations Agent

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 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 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