Role Overview
The Guest Relations Agent is responsible for delivering a warm, personalized, and memorable guest experience across Salayel Hospitality properties. This role acts as a key point of contact for guests, ensuring their needs are met efficiently while upholding brand service standards and fostering guest loyalty.
Key Responsibilities
- Welcome and assist guests with a professional and friendly approach
- Handle guest inquiries, requests, and special arrangements promptly
- Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless service delivery
- Manage guest feedback, complaints, and service recovery in line with company standards
- Maintain accurate guest profiles, preferences, and records in the system
- Support VIP arrivals, long-stay guests, and special occasions
- Ensure lobby and guest interaction areas reflect brand standards at all times
- Promote hotel services, facilities, and local attractions
- Follow UAE hospitality regulations and company SOPs
Qualifications & Experience
- Diploma or Bachelor's degree in Hospitality Management or related field
- Minimum 12 years of experience in guest relations, front office, or customer service (hospitality preferred)
- Strong communication and interpersonal skills
- Fluency in English is mandatory; Arabic or additional languages are an advantage
- Well-groomed, guest-focused, and culturally aware
- Ability to work flexible shifts, including weekends and holidays
- Experience in hotels, serviced apartments, or luxury hospitality environments is preferred
Skills & Competencies
- Exceptional customer service mindset
- Problem-solving and service recovery skills
- Attention to detail and multitasking ability
- Professional communication and complaint handling
- Team collaboration and coordination
