Guest Relations Agent

About the role

Yas Plaza Hotels by Aldar Hospitality is a collection of six international hotels in the heart of Yas Island, Abu Dhabi. As Guest Relations Agent, you will be the primary point of contact for guests, anticipating and fulfilling their needs throughout their stay and creating memorable moments that exceed expectations.

Key responsibilities

• Welcome guests warmly upon arrival and provide personalized assistance throughout their stay.
• Anticipate guests' needs and preferences, and coordinate special requests such as restaurant reservations, transportation and celebrations.
• Handle guest inquiries, comments and complaints promptly and professionally, aiming for resolution.
• Check regularly with guests to ensure their comfort and address concerns.
• Inform guests about hotel facilities, services and local attractions.
• Act as a liaison between guests and other hotel departments.
• Maintain accurate guest records and keep guest information confidential.
• Assist with VIP arrivals and departures, including escorting guests to their rooms and providing personalized amenities.
• Collaborate with the Front Office team on check-in and check-out.
• Stay up to date on promotions, events and policies, and assist with special projects assigned by the Guest Relations Manager.

Required profile

• Previous experience in guest relations, concierge or hospitality is preferred.
• Fluent in English; fluency in Chinese, Russian, Arabic, Spanish or French is an advantage depending on the position.
• Flexibility to work varying shifts, including weekends and holidays.

Required skills

• Exceptional interpersonal and communication skills.
• Strong problem-solving and attention to detail, with the ability to multitask in a fast-paced environment.
• Ability to handle difficult situations with professionalism and empathy.
• Knowledge of local attractions, restaurants and transport is an advantage.