Guest Relations Agent

Job Description

The Guest Relations Agent is responsible for delivering personalized and attentive service to guests, with a strong focus on VIP arrivals, in-house guest engagement, and seamless guest experiences. The role supports VIP check-in and check-out, handles guest requests and concerns, coordinates special arrangements, and works closely with other departments to ensure exceptional service throughout the guest journey.

Key Responsibilities:

• Prepare and coordinate VIP arrivals, including room allocation, amenities, welcome letters, and special requests.
• Assist with VIP check-in and check-out, including in-room check-in and room orientation when required.
• Maintain accurate guest profiles and records in OPERA.
• Handle guest requests, enquiries, and complaints professionally, ensuring timely follow-up and service recovery.
• Conduct courtesy calls and manage pre-arrival communication based on guest status.
• Coordinate VIP amenities, celebrations, transportation, and other special arrangements.
• Liaise with Housekeeping, F&B, and other departments to ensure smooth guest experiences.
• Manage guest messages, mail, packages, key cards, and trace requests efficiently.
• Support restaurant reservations and ensure guest preferences and dietary requirements are accurately recorded.
• Maintain Guest Relations reports, logbooks, and daily operational follow-up.
• Maintain high standards of grooming, professionalism, confidentiality, and guest service.
• Contribute to guest satisfaction, revenue generation, and the achievement of hotel service standards.

Qualifications

• Previous experience in Guest Relations, Front Office, or a similar role, preferably within a luxury hotel or resort environment.
• Fluent in German and Russian is preferred.
• Ability to handle VIP guests and special requests with discretion and professionalism.

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.