Guest Relations Agent

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionWe are seeking an enthusiastic and customer-focused Guest Relations Agent to join our team in Cairo, Egypt. As a Guest Relations Agent, you will be the primary point of contact for our guests, ensuring their stay is comfortable, enjoyable, and memorable. Your role will be crucial in maintaining our high standards of customer service and contributing to overall guest satisfaction.Greet and welcome guests upon arrival, assisting with check-in procedures in coordination with the Front Office DepartmentHandle guest inquiries, requests, and complaints promptly and efficiently, focusing on guest satisfactionConduct daily "Guest Contacts" to identify and address any issues or concernsCoordinate special requests and arrangements for guests, such as birthday celebrations, restaurant reservations, or transportation servicesManage VIP procedures, including greeting and bidding farewell to VIP guestsPrepare and distribute guest information materials about hotel activities and servicesHandle reservations for hotel restaurants and other amenitiesMonitor overall guest satisfaction and report observations to managementAssist with lost and found procedures, ensuring proper documentation and return of itemsProvide guidance and support for guests experiencing health issues or emergenciesCollaborate with all departments to ensure seamless guest experiencesParticipate in training programs and departmental meetings to stay updated on hotel policies and proceduresMaintain a professional and well-groomed appearance at all timesQualificationsHigh school diploma or equivalent required; higher education in hospitality or related field preferredFluency in English; proficiency in Arabic, German, French, or Russian is highly advantageousExcellent communication and interpersonal skills with a friendly and professional demeanorStrong problem-solving abilities and attention to detailProficiency in MS Office applications and familiarity with hotel management software (e.g., Fidelio, Opera)Ability to work in a fast-paced environment and handle multiple tasks simultaneouslyFlexibility to work various shifts, including weekends and holidaysDemonstrated customer service orientation with a passion for exceeding guest expectationsAbility to remain calm and composed in high-pressure situationsKnowledge of local attractions, culture, and customs in Cairo and surrounding areasAdaptability to changing priorities and guest needsTeam player with the ability to work collaboratively across departments