Guest Relations Agent

Job description / Role

Overview

We are seeking a dedicated individual to closely deal with all requests, problems, and needs of guests staying at Rixos Hotels Egypt, focusing on guest satisfaction.

Responsibilities

• Listen attentively to guests to gain an effective customer-oriented perspective and handle complaints properly.
• Handle guest complaints and find solutions, reporting any issues that take time to resolve to the immediate supervisor and following up on the matter.
• Greet guests checking in at the reception in coordination with the Front Office Department, and, if possible, accompany guests to their room, checking in with them during the day for any needs they may have.
• Make "Guest Contacts" throughout the day to identify guest satisfaction levels and address any complaints, suggestions, or problems.
• Document any comments, requests, suggestions, and complaints received from guests during the day in the "Through Our Guests' Eyes" report, including responses and actions taken.
• Encourage guests to fill out a questionnaire during their stay, assess the results, translate them into English, and distribute them to all department managers.
• Identify special days for guests, such as birthdays and anniversaries, and coordinate necessary arrangements with related departments.
• Work in coordination with all departments to ensure the flow of necessary information.
• Take special orders from guests, such as birthday cakes and flowers, inform the necessary departments, and ensure timely delivery.
• Ensure that requests for babysitters, tickets, restaurant reservations, and medication are fulfilled promptly.
• Follow VIP procedures, greeting and bidding farewell to VIP guests.
• Conduct facility tours for agency representatives and potential guests.
• Prepare written documents for activities to be announced to guests and ensure distribution to guest rooms with the help of related departments.
• Handle guest requests for A la Carte restaurants, filling out reservation forms and informing the Food & Beverage Department.
• Observe overall guest satisfaction during activities and report to the Guest Relations Manager/Supervisor about the atmosphere.
• Maintain detailed knowledge of all physical features of the facility and all activities/services offered.
• Support hotel sales and be authorized to sell charged services.
• Participate in Emergency Response Teams.
• Keep track of lost items and deliver them to guests still at the hotel or send them by mail.
• Respond to guest inquiry forms and all written suggestions or complaints.
• Provide guidance to guests regarding health issues and, if necessary, call a doctor or ambulance, monitoring and reporting incidents to the Guest Relations Manager.
• Stay updated on professional developments to contribute to effective solutions.
• Participate in training programs and departmental internal communication meetings.
• Maintain a clean, neat, and fresh appearance due to direct guest contact.
• Participate in activities to protect biological diversity and share responsibilities to enhance environmental knowledge and training.
• Implement necessary warnings and departmental training to save energy within the facility.
• Execute responsibilities to eliminate and properly collect waste, reducing environmental pollution.
• Adhere to quality management and food safety management systems implemented at the facilities.
• Perform all other duties assigned by managers and hotel management not specified in the job description.
• Carry out responsibilities related to protection from pandemic diseases and action responses implemented at the facilities.

Ideal Candidate Profile

• Previous experience in a similar role, preferably in luxury hospitality.
• Excellent communication skills in English and Arabic; additional languages are a plus.
• Strong guest-focused approach, attention to detail, and problem-solving skills.
• Professional appearance and demeanor.
• Ability to work independently and as part of a team, maintaining a positive attitude at all times.
• Flexibility to work shifts, including weekends and holidays.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.