Guest Relations Agent - Luxury Residences

About the role

SO/ is a luxury hotel collection rooted in fashion, known for its avant-garde design and creative approach to luxury. It is looking for an enthusiastic, customer-focused Guest Relations Agent to join its luxury residential team at SO/ Uptown Dubai Residences. You will deliver personalized service to residents, homeowners and their guests, ensuring a seamless and memorable luxury living experience.

Key responsibilities

• Welcome residents, homeowners and visitors warmly, providing personalized assistance and exceptional service.
• Build strong relationships with residents by anticipating their needs and preferences.
• Maintain the cleanliness, presentation and luxury ambiance of the residential lobby and common areas.
• Handle resident inquiries, requests and complaints professionally and resolve them promptly.
• Coordinate with Concierge, Housekeeping, Engineering and Security to ensure seamless service delivery.
• Assist with resident move-ins and move-outs, transportation and lifestyle arrangements.
• Conduct courtesy calls, collect resident feedback and support resident engagement activities.
• Maintain accurate records of resident preferences, requests and follow-ups.
• Uphold SO/ brand standards, professional grooming, confidentiality and service excellence.

Required profile

• Fluency in English is mandatory; proficiency in Russian is highly desirable and will be given preference, and additional languages are an advantage.
• Previous experience in Guest Relations, Concierge or luxury hospitality is preferred.
• Previous experience in a luxury hotel, branded residences or high-end hospitality environment is preferred.
• Familiarity with VIP guest management protocols and personalized luxury service standards is preferred.
• Certification in hospitality or customer service excellence is an advantage.
• Flexibility to work shifts, weekends and public holidays as required.

Required skills

• Excellent communication, interpersonal and problem-solving skills.
• Strong attention to detail and a passion for personalized service.
• Professional appearance, positive attitude and strong teamwork and collaboration skills.