Guest Relation Agent

Company Description

SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.

Job Description

We are seeking an enthusiastic and customer-focused Guest Relation Agent to join our dynamic hospitality team in Dubai, United Arab Emirates. In this pivotal role, you will be the face of our organization, creating memorable first impressions and ensuring every guest receives exceptional service from arrival to departure. As a Guest Relation Agent, you will combine your passion for hospitality with meticulous attention to detail, working collaboratively with our team to deliver personalized experiences that exceed guest expectations.

• Arrive punctually for all scheduled shifts and maintain the highest standards of professional presentation, including appropriate grooming, hairstyle, and uniform compliance
• Welcome and greet all guests at the hotel entrance with warmth and enthusiasm, providing personalized escort services based on guest VIP status and preferences
• Monitor and maintain the lobby environment, ensuring cleanliness, proper lighting, adequate brochures, and overall aesthetic appeal; take immediate corrective action when needed
• Coordinate VIP guest arrivals by confirming room assignments, arranging transportation, and preparing customized amenities according to guest requests
• Conduct thorough inspections of VIP rooms to verify cleanliness, maintenance standards, and amenity availability, ensuring all spaces meet our premium service standards
• Identify and celebrate special occasions by coordinating birthday cakes and personalized greeting cards from the General Manager for eligible guests
• Engage proactively with guests in the lobby, distribute guest feedback forms, promote membership programs, and gather valuable guest insights to drive continuous improvement
• Maintain regular contact with long-stay guests through courtesy calls and personalized amenity offerings, demonstrating our commitment to their comfort and satisfaction
• Provide attentive escort services for VIP guests during checkout, ensuring a positive final impression
• Manage lobby ambiance throughout the day and evening by adjusting lighting and performing other environmental tasks according to established standards
  
  

• Bachelor's degree in Tourism, Languages, Hospitality Management, or a related field
• Fluency in English (written and verbal)
• 0-3 years of professional experience in guest relations, hospitality, or customer service roles
• Proficiency with Opera property management system or similar hotel management software
• Excellent written and verbal communication skills with strong interpersonal abilities
• Demonstrated passion for delivering exceptional guest service
• Strong organizational and time management skills with the ability to multitask effectively
• Professional presentation and impeccable grooming standards
• Ability to work flexible shifts, including evenings and weekends
• Problem-solving mindset with a customer-first approach
  
  

• Fluency in additional languages beyond English (Arabic, French, Mandarin, or other languages)
• Previous experience in a luxury hotel or high-end hospitality environment
• Familiarity with VIP guest management protocols
• Experience with guest feedback systems and customer relationship management tools
• Certification in hospitality or customer service excellence
• Strong leadership and collaborative team skills