Guest Relations Agent (Telephone Reception)

About the role

Rixos Seagate Sharm Hotel is looking for a Guest Relations Agent (telephone reception) to work full-time. The agent deals with all guest requests, problems and needs, handles complaints and works closely with the Front Office Department to keep guests satisfied.

Key responsibilities

• Greet guests checking in at the reception, coordinate with the Front Office and, if possible, accompany them to their room and call them during the day to ask about their needs.
• Handle guest complaints, write down comments, requests and suggestions in the "Through Our Guests' Eyes" report, and ask guests to fill out questionnaires, translating results into English and emailing them to department managers.
• Identify special guest occasions (birthdays, anniversaries), organise them with the relevant departments and deliver special orders such as cakes and flowers.
• Meet requests for babysitters, tickets, restaurant reservations and medication, and follow VIP procedures.
• Walk potential guests around the facility, prepare and distribute activity documents to rooms, and support hotel sales, including selling charged services.
• Take part in the Emergency Response Teams, look after lost and found items, and respond to inquiry forms and written complaints.
• Guide guests on health matters, call a doctor or ambulance if needed, and report incidents to the Front Office Manager, Guest Relations Manager or Duty Manager.

Required profile

• At least a high school or vocational diploma.
• At least 2 years of experience in the industry.
• Proficiency in English and a good command of Arabic, German, French or Russian.
• Prior attendance at seminars and training related to the job.

Required skills

• MS Office applications and front office software (Fidelio, Opera).
• Familiarity with guest profiles and ability to instruct less experienced colleagues.
• Ability to use complex devices and equipment and to perform tasks involving several units or processes.