Guest Relations Agent

About the Role

We are seeking a proactive and guest-focused Guest Relations Agent to deliver exceptional, personalized service across the entire guest journey. In this role, you will serve as the primary point of contact for guests, handle incoming inquiries to drive bookings, resolve on-ground issues promptly, and coordinate closely with Operations to ensure seamless, high-quality stays.

Key Responsibilities

• Issue Resolution & Case Tracking: Handle daily guest resolution cases promptly, tracking open issues through to complete closure within target timeframes.
• On-Ground & In-Stay Support: Assist guests during their stay, respond swiftly to requests, and step in on-site when required to de-escalate concerns and ensure guest satisfaction.
• Inquiry Conversion & Sales: Respond promptly to guest inquiries, converting leads into bookings and actively presenting value-driven upselling opportunities throughout the guest lifecycle.
• End-to-End Guest Journey: Engage guests across all touchpoints—from pre-arrival communications and in-stay support to post-stay follow-ups and feedback collection.
• Operations Coordination: Liaise directly with the Operations team regarding unit readiness, check-in schedules, and special guest requests to keep expectations aligned.
• Brand Standards & Quality Control: Uphold brand communication standards across all interactions, collect guest feedback, and proactively address unit-level issues to protect review scores.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• 0–2 years of experience in guest relations, front desk, customer support, or hospitality operations.
• Excellent communication, active listening, and interpersonal skills in both Arabic and English.
• Customer-centric mindset with strong problem-solving and conflict resolution abilities.
• Basic sales or upselling orientation with solid organizational and multi-tasking skills.