Senior Guest Relations Agent

About the role

We are looking for a Senior Guest Relations Agent to be the primary point of contact for travelers before, during, and after their tours in Egypt. You will ensure a seamless, high‑quality experience by handling communications, coordinating logistics, and resolving any issues that arise.

Key responsibilities

• Communicate with customers before tours to confirm pick‑up times and itinerary details.
• Serve as the main contact for guests throughout their journey, answering inquiries via phone, email, and online channels.
• Handle complaints promptly, ensuring swift resolutions and maintaining 100% customer satisfaction.
• Coordinate transport, accommodation, guides, and activities with operations and sales teams.
• Monitor guest feedback, suggest improvements, and prepare post‑tour surveys and reports.
• Provide guests with all necessary documents, itineraries, and local guidelines.
• Maintain accurate records of interactions, feedback, and follow‑up actions.
• Promote the brand through professional communication and encourage repeat business.

Required profile

• Bachelor’s degree in Hospitality, Tourism, Business Administration or related field (preferred).
• At least 3 years of experience in guest relations or customer service, preferably in tourism or hospitality.
• Fluency in English (written and spoken) and willingness to work flexible hours, including weekends and holidays.
• Strong organizational, multitasking, and problem‑solving abilities.

Required skills

• Familiarity with Property Management Systems (PMS) and booking platforms.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).