Guest Relations Agent

About the role

A full-time Guest Relations Agent position at an Accor hotel in Cairo, focused on welcoming and supporting VIP guests and handling special requests in the lobby. The role requires a standard presentable image, punctuality and the ability to handle many tasks and guest requests.

Key responsibilities

• Arrive on time for each shift and maintain a standard presentable image (hair, uniform and grooming).
• Check the VIP arrival list, welcome guests at the entrance and escort them according to their VIP level.
• Inspect the lobby for cleanliness, lighting, ashtrays and brochures and take immediate action.
• Follow up on VIPs who did not show up and on any pending actions.
• Prepare VIP arrivals: room assignments, transportation and amenities.
• Inspect VIP rooms for cleanliness, maintenance and amenities.
• Handle birthdays and honeymooners, including sending a birthday cake with a personalised card from the General Manager.
• Stand in the lobby to distribute guest comments, upsell A-Club membership and collect guest feedback.
• Follow up on long-staying guests with a courtesy call and requested amenities.
• Prepare the departure of top VIPs: revise bills, arrange transportation and packing, and escort departing guests out of the hotel.
• Light lobby candles and turn on lights according to standards from daytime until night.

Required profile

• Previous experience as a Butler is a must.
• Fluency in English and at least one additional language.
• Passion for guest service, excellent written and verbal communication, and strong interpersonal and leadership skills.
• Highly organised, able to work under pressure and independently, prioritising responsibilities.

Required skills

• Knowledge of the Micros-Fidelio property management system is an asset.
• Experience with a hotel loyalty programme is an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).