Guest Relations Agent

Company Description

Established 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 Description

• Deliver exceptional, personalized luxury service to all guests, with a strong focus on VIPs and loyalty members
• Anticipate guest needs and create memorable moments throughout the guest journey
• Prepare and manage VIP arrivals, including room allocation, amenities, and special requests
• Handle VIP check-in / check-out, including in-room check-in, escorting, and room orientation
• Build genuine connections with guests through daily courtesy calls and proactive engagement
• Resolve guest concerns promptly using empowerment guidelines, ensuring effective service recovery
• Liaise seamlessly with all departments to ensure smooth operations and guest satisfaction
• Accurately manage guest profiles, preferences, and interactions in Opera PMS
• Coordinate special occasions, transport arrangements, and bespoke guest experiences
• Support restaurant reservations and record dietary or special requirements when assigned
• Ensure guest safety, confidentiality, and data accuracy at all times
• Contribute to achieving high guest satisfaction scores (TRUST YOU / Guest Voice)
• Uphold Accor values, Rixos standards, grooming, and ISO compliance
• Act with professionalism, integrity, and a “Serve with Heart” mindset
• Support revenue generation through up-selling and value-added experiences
• Carry out additional duties as required to support operational excellence
  
  

• Diploma or Bachelor’s degree in Hospitality Management, Tourism, or a related field
• Minimum 1–3 years’ experience in Guest Relations, Front Office, or Guest Experience within a luxury or upscale hotel
• Strong understanding of luxury service standards and personalized guest engagement
• Excellent communication and interpersonal skills with a warm, guest-centric approach
• Confident in handling VIPs, loyalty members, and service recovery using empowerment guidelines
• Proficient in Opera PMS and hotel systems; strong attention to guest profile accuracy
• Ability to work collaboratively across departments in a fast-paced, multicultural environment
• Professional appearance with strong grooming and etiquette standards
• Flexible to work rotating shifts, weekends, and public holidays
• Fluent in English; additional languages are an advantage
• Strong problem-solving skills with a “Serve with Heart” mindset
• Knowledge of Accor / Rixos brand values, guest satisfaction metrics (TRUST YOU / Guest Voice), and ISO standards is an advantage