Guest Relation Agent

InterContinental Hotels Group; Riyadh Region; On-site; SAR 109,000 - 160,000; Full time

Job summary

InterContinental Hotels Group in Rome is seeking a passionate Guest Relations Agent to deliver high-quality service to hotel guests and resolve complaints, serving as the primary contact to ensure guests have a memorable stay.

You will communicate with guests in Arabic and English, support loyalty programs, and collaborate with all departments to create seamless experiences. A Saudi citizen and tech-savvy professional with Opera PMS experience is preferred for our luxury team.

Qualifications

• Excellent communication skills required.
• Problem-solving abilities to turn issues into memorable experiences.
• Fluency in Arabic and English is essential.
• Proficiency with reading, writing, basic math and computers.
• Experience with guest relations in International Luxury Hotel Brands preferred.
• Saudi citizenship is required.

Responsibilities

• Greet guests warmly and initiate memorable guest experiences.
• Acknowledge IHG One Rewards and returning guests in person or by phone.
• Complete daily GR tasks within required timeframes with proper follow-up.
• Maintain clear communications across all departments and convey crucial information.
• Make the check-in and check-out swift and seamless.
• Anticipate guests' needs and offer tailored recommendations.
• Be the guests’ trusted contact for issues, including billing and restaurant recommendations.
• Address guest complaints with proper follow-up and resolution; report to Front Office Manager.

Skills

Excellent communication

Problem-solving

Arabic & English fluency

Tech-savvy

Opera PMS familiarity

Luxury hotel guest-relations exp.

Customer-oriented

Organizational & time mgmt

Saudi citizenship

Tools

Opera PMS

Job description

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®? brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Your day to day

For our International Luxury Hotel Brand located in the heart of Rome, we are looking for a passionate and efficient Guest Relations Agent to provide high-quality service to our hotel guests. You will address complaints and go the extra mile to make sure our guests are satisfied. In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and guest-oriented, as you’ll serve as a primary point of contact for our guests. Your goal will be to ensure our guests enjoy themselves and plan to come back to our hotel. (guest journey)

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Kicking off truly memorable guest experiences with the warmest of welcome;
• Acknowledging IHG One Rewards Loyalty programs and returning guests in person or over the phone;
• Completing daily tasks in GR making sure they are completed within required time frame ensuring appropriate follow up;
• Maintaining highest level of communications within all departments making sure crucial information is conveyed at all times;
• Making the check-in and check-out process feel swift and seamless
• Staying one step ahead of our guests’ needs to anticipate requests and offer tailored recommendations
• Being our guests’ trusted contact – helping with everything from bill issues to restaurant recommendations;
• Address guest complaints, ensuring appropriate follow up and resolution
• Reporting to Front Office Manager

What we need from you

• Excellent communication skills;
• Problem-solving skills, turning issues into opportunities so every guest leaves with great memories;
• Fluency in the Arabic & English language - extra language would be preferred, but not essential;
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computer skills, including familiarity with Opera PMS;
• Preferred working experience with guest relations roles within International Luxury Hotel Brands.
• A customer-oriented and professional attitude
• Excellent organizational and time-management skills
• Must be a Saudi Citizen

What we offer

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you’ll become part of our hotel family.