Guest Relation Ambassador

Company description

Sofitel Al Hamra Beach Resort

Job description

We are seeking a Guest Relation Ambassador to join our team in Ras Al-Khaimah, United Arab Emirates. As a Guest Relation Ambassador, you will be the face of our organization, responsible for creating memorable experiences and building lasting relationships with our guests. This role requires a professional, empathetic individual who excels at understanding guest needs and delivering exceptional service.

You will serve as a key liaison between our guests and various departments, ensuring every interaction reflects our commitment to excellence and hospitality.

Responsibilities include

• Greet guests warmly upon arrival and departure, providing a welcoming and professional first impression
• Address guest inquiries, requests, and concerns with empathy and efficiency, resolving issues promptly
• Provide comprehensive information about facilities, services, amenities, and local attractions
• Handle guest complaints professionally and diplomatically, implementing solutions that exceed expectations
• Coordinate with housekeeping, maintenance, food and beverage, and other departments to ensure seamless guest experiences
• Maintain detailed records of guest interactions and preferences to personalize future visits
• Conduct regular property tours and orientation for new guests
• Monitor guest satisfaction levels and gather feedback to identify areas for improvement
• Represent the organization professionally at all times, embodying our values and service standards
• Assist with special requests and customization of services to meet individual guest needs
• Respond to emails and phone inquiries in a timely and courteous manner

Qualifications

• Proven experience in guest relations, hospitality, or customer service roles
• Excellent verbal and written communication skills in English; multilingual abilities are preferred
• Strong interpersonal and people skills with the ability to build rapport quickly
• Demonstrated problem-solving abilities and resourcefulness in handling challenging situations
• Exceptional emotional intelligence and empathy
• Professional appearance and demeanor
• Time management and organizational skills
• Ability to remain calm and composed under pressure
• Knowledge of hospitality industry standards and best practices
• Familiarity with guest management systems and property management software is preferred
• Flexibility to work various shifts, including evenings and weekends as needed
• Willingness to undergo onboarding and continuous training in guest service excellence