Guest Relation Agent

Company Overview

Rixos Hotels, part of the Accor group, promotes a hospitality culture centered on individuality, growth, and purpose-driven work. The organization encourages team members to learn continuously, develop their careers, and contribute to a diverse and inclusive environment.

Role Summary

The Guest Relations Agent is the main point of contact for hotel guests throughout their stay. The role focuses on creating a smooth, welcoming, and personalized experience from arrival to departure, while addressing concerns quickly and maintaining the property’s service standards.

Key Responsibilities

• Welcome guests in a warm, professional manner on arrival.
• Support efficient and accurate check-in and check-out procedures.
• Respond to guest questions, requests, and complaints promptly and courteously.
• Share details about hotel amenities, services, and nearby attractions.
• Arrange special guest needs such as room preferences, celebrations, or amenities.
• Work closely with housekeeping, maintenance, and food & beverage teams to enhance guest satisfaction.
• Stay up to date on hotel policies, offers, and room inventory.
• Capture guest feedback and help improve satisfaction outcomes.
• Stay alert to guest needs and provide proactive support where possible.
• Recommend hotel facilities, services, and upgrades when suitable.

Qualifications and Skills

Candidates should bring at least 2 years of experience in a client-facing role, ideally in hospitality or front office operations. Strong verbal and written communication, solid interpersonal skills, and a naturally friendly, empathetic, service-led approach are important. Comfort with hotel management systems and Microsoft Office is required, along with the ability to manage multiple tasks calmly in a busy environment. English and Russian fluency are expected, and additional languages are beneficial. The position also requires flexibility to work shifts, weekends, and holidays.

Work Environment

The role is based at Rixos Premium Saadiyat Island in Abu Dhabi, a luxury beachfront resort on Saadiyat Island overlooking the Arabian Gulf. The setting is positioned as an upscale family getaway where exclusivity, comfort, and attentive service define the guest experience. The team culture emphasizes meaningful guest engagement and heartfelt hospitality.

Why Join

• Access to an employee benefit card with discounted rates across Accor hotels worldwide.
• Learning and development opportunities through Accor academies.
• Potential career growth within the property and across the wider global network.
• Opportunities to contribute to social responsibility initiatives such as Planet 21.

Diversity and Inclusion

The organization states that it is committed to building an inclusive workplace that attracts, recruits, and promotes diverse talent.

Culture

Team members are encouraged to bring passion into their work, challenge the usual way of doing things, and help shape the future of hospitality through a people-first approach.