Company DescriptionEstablished in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.
Job DescriptionThe Guest Relations Agent is responsible for delivering personalized and attentive service to guests, with a strong focus on VIP arrivals, in-house guest engagement, and seamless guest experiences. The role supports VIP check-in and check-out, handles guest requests and concerns, coordinates special arrangements, and works closely with other departments to ensure exceptional service throughout the guest journey.
Key Responsibilities:
- * Prepare and coordinate VIP arrivals, including room allocation, amenities, welcome letters, and special requests.
- Assist with VIP check-in and check-out, including in-room check-in and room orientation when required.
- Maintain accurate guest profiles and records in OPERA.
- Handle guest requests, enquiries, and complaints professionally, ensuring timely follow-up and service recovery.
- Conduct courtesy calls and manage pre-arrival communication based on guest status.
- Coordinate VIP amenities, celebrations, transportation, and other special arrangements.
- Liaise with Housekeeping, F&B, and other departments to ensure smooth guest experiences.
- Manage guest messages, mail, packages, key cards, and trace requests efficiently.
- Support restaurant reservations and ensure guest preferences and dietary requirements are accurately recorded.
- Maintain Guest Relations reports, logbooks, and daily operational follow-up.
- Maintain high standards of grooming, professionalism, confidentiality, and guest service.
- Contribute to guest satisfaction, revenue generation, and the achievement of hotel service standards.
Qualifications
- Previous experience in Guest Relations, Front Office, or a similar role, preferably within a luxury hotel or resort environment.
- Fluent in German and Russian is preferred.
- Ability to handle VIP guests and special requests with discretion and professionalism.
