Guest Relations Agent

About the role

The Guest Relations Agent at Rixos – The Palm Hotel & Suites in Dubai ensures an exceptional experience for all guests, with a special focus on VIP arrivals, stays, and departures. You will act as the primary point of contact, coordinating with multiple hotel departments to meet personalized requests and resolve any issues promptly.

Key responsibilities

• Prepare daily VIP arrivals, including room allocation, amenities, and special requests.
• Maintain VIP mis‑en‑place (registration cards, room keys, welcome drinks).
• Register and process VIP check‑ins and check‑outs efficiently and professionally.
• Escort VIP guests to their rooms and update their information in the system.
• Handle walk‑in and phone reservations when the reservation desk is closed.
• Provide courteous service, respond to guest inquiries, and resolve complaints by liaising with relevant departments.
• Issue and control guest room key cards to ensure security.
• Deliver messages, mail, and packages to guest rooms.
• Assist at the information counter, foreign exchange, and business centre as needed.
• Communicate VIP room status to housekeeping and F&B teams and coordinate special arrangements such as bouquets or cakes.
• Maintain front‑office cleanliness, review log books, and file daily guest‑relations reports.

Required profile

• Degree in Hotel Management or a related field.
• Excellent communication and customer‑service skills.
• Experience in a 5‑star hotel environment, preferably handling VIP guests.
• Professional demeanor with strong attention to detail.

Required skills