Assistant Guest Relations Manager (Saudis only)

Kempinski Hotels; Al Khobar; On-site; SAR 90,000 - 130,000; Full time

Job summary

Kempinski Hotels in Saudi Arabia is seeking an Assistant Guest Relations Manager (Saudis only) in Al Khobar to lead the Guest Relations section and uphold Kempinski’s service standards. You will act as a representative of hotel management, handling guest relations matters to ensure guest satisfaction.

Responsibilities include VIP coordination, information gathering on guest stays, addressing complaints professionally, and collaborating with FOM/AFOM to tailor VIP itineraries and services as

Responsibilities

• Manage the Guest Relation Section and deliver professional service
• Represent hotel management and address guest issues
• Maintain VIP guest knowledge and coordinate events
• Collect feedback and share insights with departments
• Welcome and assist guests and VIPs upon arrival
• Handle complaints and coordinate follow-up actions

Job description

Assistant Guest Relations Manager (Saudis only)

Department: Food & Beverage

Employment Type: Permanent - Full Time

Location: Saudi Arabia - Al Khobar

Description

The incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.

Key Responsibilities

• Communication of hotel & company philosophy and internal hotel representation.
• Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
• Be knowledgeable about all VIPs in-house, hotel functions and special events.
• Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
• Welcome, facilitate and bid farewell to as many guests as possible.
• Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
• Liaise with FOM/AFOM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
• Obtain as much information about a guest’s stay to be entered in the guest history.
• Welcome visitors to the hotel; assist with general information, internal promotions and directions.
• Handle guest complaints and requests in a polite and efficient manner; give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
• Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engage with them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified immediately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.
• Senior Management on any unusual circumstances that might affect guest service and expectation.
• Take decisions on upgrades / comps / rebates etc. as per stipulated 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 of the hotel.