Guest Relations Agent

About the role

The Guest Relations Agent ensures that every guest at Rixos Hotels Egypt experiences a seamless and memorable stay. Working closely with the Front Office and all hotel departments, you will address guest requests, resolve issues promptly, and create personalized moments that enhance satisfaction.

Key responsibilities

• Greet arriving guests, assist with check‑in, and, when possible, escort them to their rooms.
• Monitor guest satisfaction throughout the day by making proactive “Guest Contacts” and recording feedback in the “Through Our Guests’ Eyes” report.
• Handle complaints, identify solutions, and follow up with the Guest Relations Manager or Supervisor.
• Arrange special occasions such as birthdays or anniversaries, coordinating with relevant departments to deliver cakes, flowers, or other personalized services.
• Process guest requests for babysitting, transportation, restaurant reservations, medication, and other amenities, ensuring timely delivery.
• Welcome VIP guests, follow established VIP procedures, and accompany agency representatives on tours of the property.
• Prepare and distribute written activity announcements to guest rooms in collaboration with other departments.
• Support the Food & Beverage team by managing reservations for à‑la‑carte restaurants.

Required profile

• Strong customer‑service orientation with excellent listening skills.
• Ability to remain calm and solution‑focused when handling complaints.
• Good organizational skills and attention to detail.
• Fluent in English; additional language skills are a plus.
• Flexibility to work varied shifts in a hotel environment.

Required skills

• Effective verbal and written communication in English.