Guest Relations Agent (Russian / German Speaker)

About the role

Rixos Premium Seagate, a luxury resort in Sharm El-Sheikh with an all-inclusive concept, restaurants, bars, entertainment, wellness and sports facilities, is looking for a Guest Relations Agent fluent in Russian and/or German. The agent works closely with guests to solve their requests and problems, focus on guest satisfaction and support the hotel's sales.

Key responsibilities

• Handle guest requests, problems and complaints, report persistent issues to the direct manager and follow up on them.
• Greet guests at check-in with the Front Office, accompany them to their room and call on them during the day.
• Record guest feedback, suggestions and complaints in the daily report, ask guests to complete questionnaires and email the results to department managers.
• 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 to rooms, and handle A la Carte restaurant reservations.
• Monitor guest satisfaction, support hotel sales and sell charged services.
• Keep lost items safe and hand them back to guests, respond to inquiry forms, and guide guests on health matters, calling a doctor or ambulance if needed.
• Take part in emergency response teams, training programmes and internal meetings, and follow quality management, food safety and environmental protection requirements.

Required profile

• At least a high school diploma.
• At least 2 years of experience in the industry.
• Good command of Arabic, German, French or Russian, plus English to communicate with guests and understand professional terminology.
• Prior attendance at job-related seminars and trainings.
• Familiarity with guest profiles and ability to instruct less experienced colleagues.
• Keeps a clean, neat appearance due to direct guest contact.

Required skills

• MS Office applications.
• Front office software such as Fidelio and Opera.
• Technical knowledge of the methods, techniques and equipment used in the job.