Guest Relations Manager

Sofitel; Riyadh; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading hotel in Riyadh is seeking a Guest Relations Manager to enhance guest satisfaction and oversee all guest-related activities. The ideal candidate will have strong communication skills in English and Arabic, and experience in a supervisory role. Responsibilities include supervising staff, managing guest complaints, and ensuring high standards of service. Join a dynamic team committed to providing exceptional hospitality.

Qualifications

• Minimum 3 - 5 years relevant experience with at least 2 years at a supervisory level.
• Strong written and verbal communication skills in English and Arabic.

Responsibilities

• Oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
• Supervise Guest Relation Officers and maintain communication with team members.
• Handle guest complaints and ensure necessary actions are taken.

Skills

Communication

Teamwork

Guest Relations

Education

Degree from School for Tourism & Hotel Management

Job description

Bachelor of Hotel Management(Hotel Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Job Description

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key Roles & Responsibilities

• Live and project the goal, philosophy, vision, mission and core values of the company.
• Adheres to company grooming standards at all time.
• Is a continual source of information, help and assistance to all guests.
• Prepares the weekly duty rosters.
• Supervise Guest Relation Officers.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with team members.
• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours / site inspection and special room drops for VIP s.
• Escorts all arriving guests to their respective suites.
• Escorts external guests to their destination.
• Escorts departing guests to their means of transport.
• Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
• Greet all residence guests personally.
• Promote Inter-Hotel sales and in-house facilities.
• Handle guest complaints and feedback according to Sofitel standards ensuring necessary actions, follow up and recording are done.
• Completes the departure list for the following day contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
• Ensure ALL members consistently receive all benefits, repeat guests and other VIP s receive special recognition and service
• Liaise closely with Concierge, Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check-info system if necessary.
• Maintain close contact with Airport Concierge, Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Sofitel standards.
• Performs related duties and special projects assigned by Senior Management.

Qualifications

• Strong written and verbal communication skills in English and Arabic.
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a multi-cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests
  

Qualifications

• Degree from School for Tourism & Hotel Management
  

Experience

• Minimum 3 - 5 years relevant experience with at least 2 years at a supervisory level

Desired Candidate Profile

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Chefs
• F&B
• Front Desk

Keywords

• Guest Relations Manager

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