Guest Relations Agent

About the role

The Guest Relations Agent ensures that every guest at Rixos Hotels Egypt experiences a seamless and memorable stay. Acting as the primary point of contact, you will address guest needs, resolve issues promptly, and contribute to overall satisfaction.

Key responsibilities

• Greet arriving guests, coordinate check‑in, and, when possible, escort them to their rooms.
• Proactively contact guests during their stay to assess satisfaction, record feedback, and address any complaints or special requests.
• Handle guest complaints, propose solutions, and follow up with management when issues require escalation.
• Arrange special occasions such as birthdays or anniversaries, coordinating with relevant departments to deliver personalized services.
• Process guest orders for items like cakes, flowers, transportation, babysitting, or medical needs, ensuring timely delivery.
• Manage VIP procedures, welcome VIP guests, and provide tailored assistance.
• Facilitate tours for agency representatives and potential guests, and distribute promotional materials to rooms.
• Coordinate restaurant reservations and communicate requests to the Food & Beverage department.

Required profile

• Excellent listening and communication skills with a strong customer‑oriented mindset.
• Ability to remain calm and solution‑focused when handling complaints.
• Attention to detail for recording guest feedback and special requests.
• Team player who can collaborate effectively with all hotel departments.
• Flexibility to work varied shifts, including weekends and holidays.

Required skills