Assistant Guest Experience Manager

AccorHotel; Saudi Arabia; On-site; SAR 134,000 - 201,000; Full time

Job summary

AccorHotel in Saudi Arabia seeks a dedicated Guest Relations Manager to lead guest experience initiatives and ensure top-tier service across all touchpoints. The role requires coordinating VIP arrivals, managing guest preferences, and driving loyalty programs to enhance satisfaction in a luxury hotel environment.

The ideal candidate will possess strong leadership, bilingual communication, and 3+ years in hospitality guest relations, with proficiency in hotel systems and MS Office.

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.

Responsibilities

• Ensure a warm welcome and professional farewell for all guests.
• Coordinate VIP arrivals and personalized guest experiences according to preferences.
• Monitor guest satisfaction and feedback and implement improvements.
• Train team members in guest relations service standards.
• Maintain accurate guest records and preferences in the hotel system.
• Assist in developing initiatives to improve guest satisfaction and loyalty.
• Handle guest complaints professionally with timely resolution.
• Coordinate with Front Office, Housekeeping, and other departments for seamless service.
• Manage guest communications including pre-arrival arrangements and follow-up.
• Monitor service quality and compliance with service standards.

Skills

Fluent English

Fluent Arabic

Leadership

Team management

Customer service

Problem-solving

Cross-cultural communication

Microsoft Office

Hotel management systems

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

Tools

Hotel management systems

Microsoft Office

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 amp 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 and Requirements

• 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.