Guest Engagement & Relationship Management

• Welcome, assist, and support Arabic-speaking guests from pre-arrival to departure, ensuring a warm, respectful, and personalised experience.
• Act as the main point of contact for Arabic-speaking guests, handling enquiries, requests, and concerns with professionalism and discretion.
• Build strong guest relationships through proactive engagement in public areas, guest rooms, and during resort activities.

Service Excellence & Cultural Awareness

• Handle guest feedback and complaints with empathy, cultural awareness, and attention to detail, ensuring timely and effective service recovery.
• Anticipate guest needs, preferences, and cultural expectations, creating personalised experiences and memorable moments.
• Support VIP guests, repeat guests, honeymooners, and guests celebrating special occasions.

Guest Communication & Coordination

• Ensure accurate communication of guest preferences, dietary requirements, and special requests to relevant departments (Housekeeping, Food & Beverage, Spa, Activities, Engineering).
• Assist guests with restaurant reservations, excursions, spa bookings, and special arrangements.
• Liaise with tour operators, travel agents, and partners from Arabic-speaking markets when required.

Feedback, Reporting & Administration

• Record guest preferences, feedback, and service recovery actions accurately in the PMS and guest profile systems.
• Encourage guest feedback through surveys and appropriate platforms, where suitable.
• Prepare daily guest interaction notes, incident reports, and shift handovers.
• Maintain strict confidentiality of guest information and comply with data protection policies.

• Proven experience in guest relations or a similar role within the hospitality industry
• Excellent communication skills with fluency in English and Arabic
• Strong customer service orientation with a friendly and empathetic demeanour
• Demonstrated ability to handle guest complaints and resolve issues effectively
• Proficiency in hotel management software and computer systems
• Bachelor's degree in Hospitality Management or a related field (preferred)
• In-depth knowledge of hospitality industry standards and best practices
• Exceptional problem-solving skills and attention to detail
• Ability to work flexible hours, including evenings, weekends, and holidays
• Strong organisational skills with the ability to multitask in a fast-paced environment
• Professional appearance and positive attitude