Guest Relations Agent

About the role

Accor is hiring a Guest Relations Agent for its Rixos Hotels Egypt property in Hurghada. The agent works closely with guests staying at the hotel, handles their requests and complaints, and focuses on guest satisfaction. The position is full-time.

Key responsibilities

• Listen to guests, handle complaints and find solutions, reporting difficult cases to the manager and following up.
• Greet check-in guests in coordination with the Front Office, accompany them to their room and call on them during the day.
• Take guest contacts, write guest feedback into the "Through Our Guests' Eyes" report, and ask guests to complete questionnaires.
• Identify special occasions (birthdays, anniversaries), organise them with the relevant departments and deliver special orders such as cakes and flowers.
• Meet requests for babysitters, tickets, reservations and medication, and follow VIP procedures.
• Walk potential guests around the facility, prepare and distribute activity documents, and handle A la Carte restaurant reservations.
• Support hotel sales, sell charged services, and take part in Emergency Response Teams and pandemic response measures.
• Keep lost items and deliver them to guests, and respond to inquiry forms and written complaints.
• Provide health guidance, call a doctor or ambulance if needed, and report incidents to the Guest Relations Manager.
• Follow quality management, food safety and environmental protection procedures, and take part in training and internal meetings.

Required profile

• At least a high school diploma.
• At least 2 years of experience in the industry.
• Proficiency in English; good command of German, French, Russian or Arabic is a strong advantage.
• Prior attendance at job-related seminars and trainings.
• Familiarity with guest profiles and ability to guide less experienced colleagues.
• Ability to use complex devices and equipment, and to work across several units or processes.

Required skills

• MS Office applications.
• Front office software such as Fidelio and Opera.