Guest Relations Agent

Job Description

As a Guest Relations Agent at SO/ Ras Al Khaimah, part of the All-Inclusive Collection, you will be the key point of contact for guest services, ensuring every interaction exceeds expectations. You will provide personalized attention, anticipate guest needs, and resolve inquiries or issues efficiently, all while reflecting the bold, playful, and stylish SO/ brand identity.

Key Responsibilities:

• Welcome guests warmly, providing a personalized and memorable experience from arrival to departure.
• Handle guest inquiries, requests, complaints, and feedback promptly, professionally, and effectively.
• Coordinate with front office, housekeeping, F&B, and other departments to ensure seamless service delivery.
• Maintain detailed knowledge of hotel facilities, services, promotions, and local attractions to provide accurate and helpful information.
• Manage VIP guests, special occasions, and guest recognition programs to enhance loyalty and satisfaction.
• Assist in handling guest complaints and resolving issues to ensure positive outcomes.
• Monitor guest preferences and anticipate needs to deliver tailored services.
• Maintain accurate records of guest interactions, requests, and follow-ups.
• Support pre-arrival and post-departure guest communication, including welcome letters, special requests, and feedback collection.
• Uphold professional appearance, grooming standards, and SO/ brand service expectations at all times.
• Assist in training and mentoring new Guest Relations team members.
• Promote hotel services, packages, and offers to enhance the guest experience and drive revenue.
• Ensure adherence to health, safety, and hygiene standards in all guest interactions.

Qualifications

• Previous experience in guest relations, concierge, or front office roles in luxury hotels or resorts.
• Exceptional communication, interpersonal, and problem-solving skills.
• Strong guest service orientation with the ability to anticipate needs and deliver personalized experiences.
• Knowledge of hotel operations, facilities, and local attractions.
• Ability to handle guest complaints tactfully and professionally.
• Professional appearance, confident demeanor, and alignment with the SO/ brand identity.
• Fluency in English; additional languages are highly advantageous.
• Strong organizational, multitasking, and attention-to-detail skills.
• Ability to work flexible hours, including weekends and holidays, as required.

Additional Information

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.