Guest Relations Agent

About the role

We are looking for an enthusiastic Guest Relations Agent to be the primary point of contact for our guests at our Accor‑affiliated hotel in Cairo. You will ensure every stay is comfortable, enjoyable and memorable, upholding our high standards of service.

Key responsibilities

• Greet and welcome guests upon arrival, assisting with check‑in procedures in coordination with the Front Office.
• Handle guest inquiries, requests and complaints promptly, focusing on satisfaction.
• Conduct daily "Guest Contacts" to identify and resolve issues.
• Coordinate special requests such as birthday celebrations, restaurant reservations and transportation.
• Manage VIP procedures, including personalized greetings and farewells.
• Prepare and distribute guest information about hotel activities and services.
• Handle reservations for hotel restaurants and other amenities.
• Monitor overall guest satisfaction and report observations to management.
• Assist with lost‑and‑found procedures and support guests with health issues or emergencies.
• Collaborate with all departments to ensure seamless guest experiences.

Required profile

• High school diploma or equivalent; higher education in hospitality or related field preferred.
• Fluency in English; proficiency in Arabic, German, French or Russian is advantageous.
• Excellent communication and interpersonal skills with a friendly, professional demeanor.
• Strong problem‑solving abilities, attention to detail and ability to work in a fast‑paced environment.
• Flexibility to work various shifts, including weekends and holidays.
• Customer‑service orientation with a passion for exceeding guest expectations.

Required skills

• Proficiency in MS Office applications.
• Familiarity with hotel management software such as Fidelio and Opera.