Assistant Guest Experience Manager

Novotel Hotels; Makkah Region; On-site; SAR 90,000 - 120,000; Full time

Job summary

Novotel Hotels in Makkah Region is seeking a skilled Guest Relations professional to welcome guests, coordinate VIP arrivals, and ensure exceptional service. You will monitor satisfaction, train staff, and maintain guest records across departments to deliver personalized experiences.

Fluency in English and Arabic, a hospitality degree, and at least 3 years in guest relations or front office are required. The role requires flexibility to cover shifts and holidays, with a focus on maintaining high

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Fluency in English and Arabic with excellent verbal and written communication skills.
• Minimum 3 years of experience in Guest Relations, Front Office, or hospitality management, preferably within a hotel environment.
• Proficiency in hotel management systems and Microsoft Office.

Responsibilities

• Ensure a warm welcome and professional farewell for all guests, creating a positive and memorable guest experience.
• Organize and coordinate special events, VIP arrivals, and personalized guest experiences according to guest preferences.
• Monitor guest satisfaction and feedback and implement appropriate actions to improve the overall guest experience.
• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.
• Maintain accurate guest records, preferences, and special requests in the hotel management system to support personalized service.
• Assist in developing and implementing initiatives to improve guest satisfaction, engagement, and loyalty.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Skills

Bilingual English-Arabic

Guest relations

Leadership

Problem solving

Education

Bachelor's in Hospitality Management

Tools

Hotel PMS

MS Office

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

Key Responsibilities

• Ensure a warm welcome and professional farewell for all guests, creating a positive and memorable guest experience.
• Organize and coordinate special events, VIP arrivals, and personalized guest experiences according to guest preferences.
• Monitor guest satisfaction and feedback and implement appropriate actions to improve the overall guest experience.
• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.
• Maintain accurate guest records, preferences, and special requests in the hotel management system to support personalized service.
• Assist in developing and implementing initiatives to improve guest satisfaction, engagement, and loyalty.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Fluency in English and Arabic with excellent verbal and written communication skills.
• Minimum 3 years of experience in Guest Relations, Front Office, or hospitality management, preferably within a hotel environment.
• Strong leadership, communication, and team management skills.
• Excellent customer service, problem-solving, and complaint-handling abilities.
• Strong attention to detail and the ability to remain professional and composed under pressure.
• Proficiency in hotel management systems and Microsoft Office.
• Good understanding of hospitality service standards and guest experience practices.
• Ability to work flexible shifts, including weekends and public holidays.
• Strong interpersonal and cross-cultural communication skills.