Guest Relations Agent

About the role

The Guest Relations Agent ensures a seamless and memorable experience for VIP guests at Accor Plus hotels in the United Arab Emirates. You will be the first point of contact, handling arrivals, departures, and special requests with professionalism and a focus on service excellence.

Key responsibilities

• Prepare VIP arrivals, including room allocation, amenities, welcome drinks, and registration cards.
• Register and process check‑in/check‑out for VIP guests efficiently.
• Escort VIP guests to their rooms and update guest information in the system.
• Perform cashiering duties, foreign exchange transactions, night audit tasks, and settlement upon departure.
• Handle walk‑in and phone reservations when the reservation desk is closed.
• Issue room key cards, manage mail and package delivery, and ensure guest security.
• Respond promptly to guest inquiries, resolve complaints, and coordinate with relevant departments.
• Maintain front‑office cleanliness, review log books, and report unusual occurrences to management.

Required profile

• Minimum 12 months of experience in a front‑office or guest‑relations role.
• Strong attention to detail and ability to work under pressure.
• Excellent communication skills in English; additional languages are a plus.
• Customer‑focused attitude with a proactive problem‑solving approach.

Required skills

• Foreign exchange transactions
• Cashiering duties
• Room allocation