We are hiring a “Guest Relations” for one of the most prestigious cruising companies on the Nile, founded in 1989 with the launch of the iconic M/S The Royal Orchid, which combines Swiss hospitality with Egyptian heritage to deliver world-class service and curated experiences. It is a subsidiary of Mövenpick Hotels & Resorts.
📍Zamalek- Cairo
Qualifications:
• 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).
• 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.
To apply, send your CV to [email protected]
Kindly mention the job title “Guest Relations” in the subject line
