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