Guest Relations Agent

Job Description

411_2652704

Overview

Guest Relations Agent role at Mövenpick Hotels & Resorts, Dubai, United Arab Emirates. Under the direct guidance of the Front Desk Manager, the Guest Relations Agent delivers warm, personalized, and professional service to all guests throughout their stay. A key part of this role includes engaging with guests during breakfast, lunch, and dinner in the hotel’s dining venues to gather feedback, ensure satisfaction, and support service excellence.

The Guest Relations Agent helps enhance the overall guest experience, resolves concerns proactively, and contributes to improving guest satisfaction scores and Revenue Per Stay (RPS). This position requires close coordination with the Front Office and Food & Beverage teams to ensure seamless service and guest recognition.

Key Responsibilities

• Guest Engagement & Feedback: Greet and interact with guests during meal periods in the restaurant; engage guests in friendly conversation to gather feedback on their stay and dining experience; record and report guest feedback to relevant departments for continuous improvement; maintain a visible presence in the restaurant and lobby during peak hours; assist in creating a warm and welcoming atmosphere for all guests.
• Front Office Operations: Welcome and assist guests upon arrival and departure; handle VIP arrivals, room allocations, and special requests; coordinate with Housekeeping and F&B for guest preferences and amenities; address guest concerns promptly and professionally, ensuring follow-up and resolution; support the Front Desk team with check-ins, check-outs, and guest inquiries.
• Service Excellence & Coordination: Promote hotel services and experiences to enhance guest satisfaction and increase RPS; collaborate with other departments to ensure guest needs are met efficiently; monitor guest satisfaction trends and contribute to service improvement initiatives; uphold the hotel’s standards of service, grooming, and guest interaction.
• Planning & Organizing: Organize Repeat Guest filing administration; maintain Hotel/Guest Information booklets and pamphlets; cooperate with Housekeeping/F&B and Front Office; assist with room allocation and identifying guest needs; prepare MIPs & RIPs; stay aware of daily information and activities; ensure proper grooming at all times; drive guest targets and show cooperation within the team and other departments.
• Operations: Prepare for daily VIP arrivals (room allocation, amenities, and special requests); keep welcome packs ready for VIP arrivals; register and process check-ins/outs for all VIP guests; escort VIP guests to rooms; update guest information in the system; perform cashiering duties and handle currency exchanges; update daily reports; respond promptly to all requests and inquiries; resolve guest complaints in coordination with the Front Desk Manager and other departments; ensure security of guest key cards and knowledge of rate codes, packages, and discounts; coordinate shuttle timings with Concierge; conduct daily VIP calls; communicate shift-end information to the next team; follow Operational Standards and safety policies.
• Hygiene, Safety & Confidentiality: Adhere to hotel policies and emergency procedures; safeguard confidential information; respect environmental commitments; follow Heartists Handbook rules; ensure front office area cleanliness; maintain awareness of safety regulations and hotel premises.

Qualifications

• Diploma or Degree in Hotel Management
• Strong interpersonal and problem-solving abilities
• Fluency in English and Arabic; additional languages are a plus

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management

Industries

• Hospitality

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2025-11-11 13:10:01