Guest Relations Agent

Company Overview

We are a global hospitality group that values individuality and encourages people to build careers that reflect their strengths and ambitions. The organization focuses on continuous learning, professional development, and creating meaningful work experiences that help shape the future of hospitality.

Rixos Premium Dubai JBR is an upscale hotel known for delivering genuine Turkish hospitality alongside high service standards. It aims to create a distinctive and memorable leisure experience by bringing a modern take on luxury and hospitality.

Compensation and Benefits

• A competitive salary package is offered.
• Meals are provided on duty, including breakfast, lunch, dinner, and a midnight meal, along with coffee breaks.
• The hotel provides vacation tickets and related travel benefits.
• Medical insurance is included.

Role Summary

The Guest Relations Agent is responsible for creating an exceptional stay experience by offering warm, personalized service from guest arrival until departure. The position focuses on recognizing repeat visitors and VIPs, coordinating special requests, managing guest history records, and supporting smooth communication across hotel departments.

Key Responsibilities

• Deliver a high level of guest satisfaction through timely, courteous, and personalized attention throughout the entire stay.
• Consistently ensure that members receive their entitled benefits and that repeat guests and VIPs are acknowledged with special care.
• Personally welcome and receive VIP guests.
• Coordinate closely with Concierge and Butler teams regarding hotel events, restaurant offers, limousine needs, and any specific VIP arrangements.
• Prepare guest compendiums in advance and update the system before arrival when required.
• Stay in regular contact with the Airport Concierge team for incoming and outgoing guests.
• Keep the repeat guest profile and history records accurate and updated.
• Support inter-hotel sales efforts and promote available facilities within the property.
• Arrange welcome cards and room amenities before guest check-in.
• Address special guest requests promptly and professionally.
• Manage complaints, escalate when needed, and follow through on corrective actions.
• Check arrival lists for all guests and VIPs to verify room assignments, amenities, and any special requirements.
• Raise requests for guest amenities in a timely manner.
• Carry out additional duties and special assignments as needed.

Required Qualifications

• Strong written and spoken English communication skills are essential.
• Knowledge of an additional language is an advantage, especially Russian, Turkish, or Arabic.
• Ability to build strong working relationships with colleagues and managers.
• Comfortable working collaboratively as part of a diverse, multicultural team.
• Capable of staying calm, polite, and attentive while focusing on guest needs.
• Able to maintain positive relationships with guests and patrons.
• Good judgment is needed when handling difficult guest situations.
• A qualification from a School of Tourism and Hotel Management is required.
• At least 2 years of guest relations experience, ideally in a 4-star or 5-star hotel, is expected.

Additional Information

This role is based in Dubai, United Arab Emirates. The position is full-time and onsite.