Guest Relations at Tawzef for Recruitment & HR Consultancy

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

22 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Relations, Customer Service, Travel Consultation, Booking Management, Upselling, Digital Etiquette, Communication, Problem Solving, Luxury Hospitality, Reputation Management, Coordination, Data Capture, Autonomy

Industry

Human Resources Services

Description

· Primary Contact Point: Manage all incoming FIT inquiries across various channels, including Email, WhatsApp, Social Media Messengers, and OTA platforms (e.g., Viator, Expedia, Booking.com). · Expert Guidance: Act as a travel consultant by analyzing guest needs and preferences to recommend the best ship, itinerary, and cabin solutions for a successful trip. · Conversion: Promptly and professionally answer questions regarding deck plans, amenities, and technical details to build trust and finalize bookings. Post-Booking Engagement & Guest Nurturing · Confirmation & Welcome: Proactively initiate conversation with FITs immediately upon booking to confirm receipt and provide a warm, luxury welcome. · Requirement Discovery: Capture essential guest data, including dietary restrictions, mobility needs, and special celebrations (anniversaries, birthdays, etc.). · Upselling: Identify opportunities to enhance the guest’s journey by suggesting cabin upgrades, private shore excursions, or premium onboard packages. Internal Collaboration & Synergy · Reservations Liaison: Coordinate daily with the Reservations Team to ensure booking accuracy and real-time availability updates. · Front Office Handover: Communicate all guest special requests and VIP profiles to the Ship-side. Post-Cruise Stewardship · Feedback Collection: Follow up with guests after their cruise to gather candid feedback and ensure their expectations were met. · Reputation Management: Encourage satisfied guests to share their experiences on TripAdvisor, Google, and other relevant review platforms. Requirements · Experience: 3+ years in luxury hospitality, premium travel agencies, or high-end guest relations. · Full proficiency in English (written and spoken). · Exceptional "digital etiquette" with the ability to convey a high-end luxury tone via text, email, and messenger platforms. · Strong ability to listen to a guest's needs and provide tailored solutions rather than "hard selling." · Autonomy: Ability to work independently under the guidance of the Commercial Director, making service-recovery decisions within pre-set parameters. · Comfortable managing multiple communication channels simultaneously.

Responsibilities

The role involves managing all incoming guest inquiries across multiple digital channels, acting as an expert travel consultant to recommend optimal ship and itinerary solutions, and finalizing bookings. Additionally, the position requires proactive post-booking engagement, capturing essential guest data, identifying upselling opportunities, and collaborating internally for accurate reservations and smooth handover to ship-side operations.