Guest Relations Officer - Saudi Only
- السعودية
- دائم
- دوام كامل
- Communicate the hotel & company philosophy and act as an internal hotel representative.
- Possess in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
- Stay informed about all VIPs in-house, hotel functions, and special events.
- Collect guest feedback and VIP information daily (via Opera PMS, Google, briefings, etc.), distribute it to relevant departments, and update guest profiles accordingly.
- Welcome, facilitate, and bid farewell to as many guests as possible.
- Ensure all Top VIPs are welcomed upon arrival, escorted to their room, and farewelled upon departure.
- Liaise with FOM and GM to prepare tailor-made itineraries for Top VIPs and coordinate VIP greetings and departures in advance.
- Collect detailed guest stay information to enrich guest history records.
- Welcome visitors to the hotel and assist with general information, internal promotions, and directions.
- Handle guest complaints and requests politely and efficiently, giving further instructions to relevant staff if needed, to ensure optimal guest satisfaction.
- Maintain records of all complaints and requests, ensure proper follow-up, and inform the concerned operating departments.
- Perform special projects and related duties as assigned.
- Walk throughout the hotel, recognizing guests and engaging with them appropriately.
- Attend and participate in daily briefings.
- Report potential and existing hazards and ensure they are rectified immediately.
- Provide information to all guests regarding hotel services and internal promotions.
- Keep Senior Management informed of any unusual circumstances that might affect guest service and expectations.
- Take decisions on upgrades, complimentary services, rebates, etc., as per hotel policies and procedures.
- Participate in training programmes.
Additional responsibilities and tasks can be added at any time according to the needs of the business and the hotel.Skills, Knowledge and ExpertiseEDUCATION:
- Hotel Apprenticeship, Higher College EducationEXPERIENCE: To fill the position, one of the following is required:
- Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
- Food & Beverage and Sales experience is a plusLANGUAGE: Ability to work and communicate in a multinational environment:
- Local language - excellent oral and written skills (as applicable)
- English - excellent oral and written skills
- Additional language - beneficialCOMPETENCIES: Include the skills the candidate must have to fill this position
- Supervisory skills
- Luxury Hotel Experiences
- Good Communication skills
- Knowledge of hotel operations & Computer systems
- General knowledge of tourist and business related information
- Knowledge of hotel products and services
- Knowledge of VIP welcoming protocolTECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:
- Proficiency in Microsoft Office (Word, Excel and PowerPoint)
- Advanced knowledge of Opera
- Basic knowledge of MicrosINDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Straightforward
- flexible
- Self contained
- Motivated
- Pro-active
- Organized
- Responsible
- Patient
- Customer Service Orientation
- Cross Cultural Sensitive
- Teamwork / Cooperation minded
- Quality oriented
- Courteous
- Friendly and caring
- Natural sense for luxury