About Gewan Hotels & Resorts
Gewan Hotels & Resorts is bringing its hallmark of bespoke luxury to New Al Alamin on Egypt’s North Coast. Our Guest Relations team is devoted to creating personal connections and memorable moments for every visitor. We are looking for an engaging Guest Relations Officer who will be the welcoming face and trusted point of contact for our guests throughout their stay.
Job Description
The Guest Relations Officer delivers warm welcomes, anticipatory service, and seamless problem resolution. You will curate personalized experiences, coordinate with resort departments, and ensure that guest feedback translates into continuous improvement.
Key Responsibilities
- Greet and escort VIP and long-stay guests; conduct personalised check-ins and room orientations.
- Maintain detailed guest profiles, noting preferences and special occasions for tailored service.
- Proactively anticipate needs, arrange amenities, and coordinate in-house and off-property experiences.
- Liaise with Front Office, Housekeeping, F&B, Spa, and Concierge to fulfil guest requests swiftly.
- Handle enquiries, compliments, and complaints with empathy and professionalism, documenting follow-up actions.
- Support lobby presence during peak periods, ensuring smooth traffic flow and prompt assistance.
- Assist with guest satisfaction surveys, online review responses, and service-recovery initiatives.
- Contribute ideas for enhancing VIP programs, recognition gifts, and guest-engagement activities.
Requirements
- 1–2 years’ experience in Guest Relations, Front Office, or Concierge within upscale or luxury hotels.
- Genuine passion for hospitality, strong emotional intelligence, and impeccable grooming.
- Excellent communication and problem-solving skills; confident in handling diverse guest scenarios.
- Proficiency with PMS/CRM systems (Opera preferred) and Microsoft Office.
- Organised, detail-oriented, and able to multitask effectively during busy periods.
- Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
