Guest Relations

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We are seeking a dedicated and enthusiastic Guest Relations professional to join our hospitality team in Baghdad, Iraq. As the vital link between our guests and all hotel departments, you will be responsible for creating exceptional experiences and ensuring every guest receives personalized, attentive service. This role is perfect for someone who is passionate about hospitality, detail-oriented, and committed to maintaining the highest standards of customer care in a dynamic and collaborative environment.

• Greet and welcome guests in the lobby with warmth and professionalism, escorting them to their accommodations whenever possible
• Attend daily briefings to stay informed about VIP arrivals, special requests, and guest preferences
• Prepare comprehensive arrival information for VIP and regular guests, including room allocations, welcome materials, and special arrangements
• Coordinate with all hotel departments to ensure guest requests are fulfilled promptly and efficiently
• Identify and anticipate guest needs, providing customized service that exceeds expectations
• Handle guest inquiries and complaints with empathy and professionalism, following up to ensure complete resolution
• Maintain detailed guest history records and document special moments to personalize future stays
• Support the Front Office team during peak periods and busy operations
• Communicate special requests and guest preferences to relevant departments in a timely manner
• Ensure compliance with hotel standards and brand guidelines at all times
• Assist guests with special needs and accessibility requirements with sensitivity and care
• Encourage guest feedback through questionnaires and incorporate insights into service improvements
• Coordinate VIP experiences and entertainment as appropriate for different guest segments

**Required Qualifications:**

• Previous experience in guest relations, front office, or customer service within a luxury hotel or five-star hospitality environment
• Strong understanding of luxury service standards and guest engagement principles
• Proven experience handling VIP guests, special requests, and guest complaints with discretion and professionalism
• Excellent verbal and written communication skills in English
• Proficiency with hotel Property Management Systems (PMS) such as Opera or similar platforms
• Exceptional interpersonal and people skills with the ability to build rapport quickly
• Strong problem-solving abilities and resourcefulness in addressing guest needs
• Ability to work flexible schedules, including shifts, weekends, and public holidays
• Impeccable grooming and professional presentation reflecting luxury hospitality standards
• Demonstrated ability to multitask and prioritize in a fast-paced environment
• Strong organizational skills and attention to detail