Guest Relations Agent

Accor Hotels; Riyadh; On-site; SAR 30,000 - 45,000; Full time

Job summary

A luxury hotel chain in Riyadh seeks a Guest Relations officer to enhance guest satisfaction through personalized service and attention. Candidates should possess a degree in Tourism & Hotel Management and have a minimum of 2 years of experience in guest relations, preferably in a high-end hotel. Strong communication skills and the ability to work seamlessly within a multi-cultural team are essential for success in this role. The position also requires good judgment when handling challenges presented by guests.

Qualifications

• Minimum 2 years Guest Relations experience preferably in a four or five-star hotel.
• Able to develop rapport with colleagues and management staff.
• Ability to exercise good judgment with difficult guests.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition.
• Liaise closely with Concierge, Butler and Sofitel Club.
• Handle guest complaints and refer them as necessary.

Skills

Strong written and verbal communication skills in English

Ability to work cohesively with co-workers as part of a multi-cultural team

Ability to focus attention on guest needs

Ability to promote positive relations with guests

Education

Degree from School for Tourism & Hotel Management

Job description

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Sofitel Riyadh Hotel & Convention Center: A Symphony of French Elegance and Saudi Arabian Warmth
The Sofitel Riyadh is dedicated to providing a five-star experience characterized by luxury, elegance, and impeccable service. The hotel's commitment to personalized attention ensures that each guest's stay is not just comfortable but memorable. Blending urban sophistication with refined opulence, the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience.

Job Description

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
• Meet and greet VIP guests personally
• Liaise closely with Concierge, Butler and Sofitel Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior guest arrival and check-into system if necessary
• Maintain close contact with Airport Concierge for new arrivals and departures
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Send prepared welcome cards and amenities to room prior to guest arrival
• Attend to special requests by guests
• Handle guest complaints and refer them as necessary, follow up on corrective action
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Participate in regular meetings for all Guest Relations team members, Butlers and Sofitel Club staff to facilitate communications and smooth operations
• Adhere to policies and procedures
• Performs related duties and special projects assigned

Qualifications

Personal Attributes

• Strong written and verbal communication skills in English
• 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

Education

• Degree from School for Tourism & Hotel Management

Experience

• Minimum 2 years Guest Relations experience preferably in a four or five-star hotel