Job Summary:
The Guest Relations Officer is the primary point of contact for guests, responsible for delivering exceptional hospitality experiences. This role involves welcoming guests, handling inquiries and requests, resolving concerns with empathy and efficiency, and ensuring guest satisfaction throughout their stay. The role is crucial in representing the brand and maintaining service excellence.
Key Responsibilities:
- Greet guests warmly upon arrival and during their stay
- Personalize guest interactions based on preferences, cultural background, and occasion
- Manage VIPs, repeat guests, and special cases with tailored service
- Handle check-ins, check-outs, and escorting duties when required
- Proactively identify and resolve guest issues or complaints
Communication & Coordination
- Serve as a liaison between guests and internal departments (housekeeping, concierge, F&B, etc.)
- Answer calls, emails, and in-person inquiries efficiently and courteously
- Record guest feedback and ensure proper follow-up on requests and concerns
Administration & Reporting
- Maintain accurate guest records in the system (PMS or CRM tools)
- Prepare reports on guest satisfaction and complaints for service improvement
- Support reservations and concierge tasks during peak hours
Qualifications & Skills:
- Bachelor's degree or diploma in Hospitality Management or related field preferred
- Minimum 1–2 years of experience in guest-facing hospitality roles
- Fluent in English (additional languages a plus, e.g., Arabic, Chinese, Russian)
- Excellent interpersonal skills, emotional intelligence, and cultural awareness
- Ability to remain calm and diplomatic under pressure
- Flexible to work in shifts, weekends, and holidays
Job Type: Full-time
Pay: AED7,000.00 per month
Application Question(s):
- Are you female?
Experience:
- guests relations: 2 years (Preferred)
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