Guest Relations Agent Chinese Speaker

Accor; Medina; On-site; SAR 60,000 - 90,000; Full time

Job summary

Accor in Medina is seeking a Guest Relations professional to recognize guests, personalize services, and manage VIP arrangements within a luxury hotel environment.

The role requires 2–3 years in guest-facing roles and a hospitality qualification. You will coordinate with Front Desk, Concierge, and F&B to ensure exceptional stays and brand-aligned service.

Qualifications

• Minimum 2–3 years in Guest Relations/Front Office or Guest Experience in luxury or five-star hotels.
• Degree or diploma in Hospitality Management or related field preferred.
• Experience with property management systems Opera or equivalent is an advantage.

Responsibilities

• Welcome and engage guests with warmth, recognizing returning guests,VIPs, and special occasions.
• Personalize interactions by identifying guest preferences and emotional cues.
• Maintain detailed guest profiles with preferences, feedback, and notable interactions for future stays.
• Be the primary contact for in-house guests to ensure comfort and satisfaction throughout the stay.
• Handle guest feedback and concerns with empathy and a solutions-driven approach, following up on service recoveries.
• Coordinate bespoke amenities and experiences with Concierge, Butler, and F&B teams.
• Coordinate arrival/departure arrangements for VIPs and long-stay guests, ensuring personalized touches are delivered on time.
• Work closely with Front Desk, Concierge, Housekeeping, Engineering and F&B to ensure seamless service and communicate preferences across departments.
• Uphold grooming etiquette and brand representation, maintaining discretion, professionalism, and brand standards.
• Adhere to policies, safety procedures, and participate in ongoing training and continuous improvement.

Skills

Interpersonal skills

Communication skills

Emotional intelligence

Problem solving & service recovery

Organization & attention to detail

MS Office & hotel systems

English & Chinese fluency

Education

Hospitality management degree or diploma

Job description

Key Responsibilities

Guest Recognition amp Personalization

• Welcome and engage guests in a warm refined and genuine manner ensuring recognition of returning guests VIPs and special occasions
• Proactively identify guest preferences expectations and emotional cues to personalize interactions and services
• Maintain detailed guest profiles recording preferences feedback and notable interactions to enhance future stays

Guest Experience Management

• Serve as the primary point of contact for in-house guests ensuring their comfort and satisfaction throughout the stay
• Handle guest feedback requests and concerns with empathy professionalism and a solutions-driven approach
• Follow up on service recovery actions to ensure issues are fully resolved and guests depart with a positive impression
• Coordinate bespoke amenities surprises and experiences in collaboration with Concierge Butler Service and F amp B teams

VIP amp Special Handling

• Coordinate arrival in-house and departure arrangements for VIPs long-stay guests and special-needs guests
• Ensure all VIP amenities room setups and personalized touches are delivered accurately and on time
• Act as a liaison between guests and hotel management escalating feedback or concerns when appropriate

Coordination amp Communication

• Work closely with Front Desk Concierge Housekeeping Engineering and Food amp Beverage to ensure seamless service delivery
• Communicate guest preferences and special instructions clearly across departments
• Participate in daily briefings to share guest insights and service priorities

Standards Etiquette amp Brand Representation

• Uphold Raffles grooming etiquette and communication standards at all times
• Demonstrate impeccable manners cultural sensitivity and emotional intelligence befitting a luxury heritage brand
• Represent the values history and service culture of Raffles Hotels amp Resorts in every guest interaction

Compliance amp Continuous Improvement

• Ensure confidentiality and discretion when handling guest information and situations
• Adhere to hotel policies safety procedures and brand standards
• Participate in service culture training brand programs and continuous improvement initiatives

Qualifications & Experience

• Minimum 2 3 years of experience in Guest Relations Front Office or Guest Experience roles within a luxury or five-star hotel environment
• Degree or diploma in Hospitality Management or related field preferred
• Experience with property management systems Opera or equivalent is an advantage

Skills & Competencies

• Exceptional interpersonal and communication skills
• High emotional intelligence with the ability to read and respond to guest needs
• Strong problem-solving and service recovery skills
• Excellent organizational ability and attention to detail
• Proficiency in Microsoft Office and hotel systems
• Fluency in English and Chinese required additional languages are a strong advantage

Personal Attributes

• Naturally warm gracious and guest-focused personality
• Polished elegant appearance and professional demeanor
• Calm confident and composed under pressure
• Flexible and able to work shifts including weekends and holidays
• Discreet trustworthy and service-oriented

Qualifications & Experience:

• Minimum 2 3 years of experience in Guest Relations, Front Office, or Guest Experience roles within a luxury or five-star hotel environment.
• Degree or diploma in Hospitality Management or related field preferred.
• Experience with property management systems (Opera or equivalent) is an advantage.

Skills & Competencies:

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to read and respond to guest needs.
• Strong problem-solving and service recovery skills.
• Excellent organizational ability and attention to detail.
• Proficiency in Microsoft Office and hotel systems.
• Fluency in English and Chinese required; additional languages are a strong advantage.

Personal Attributes:

• Naturally warm, gracious, and guest-focused personality.
• Polished, elegant appearance and professional demeanor.
• Calm, confident, and composed under pressure.
• Flexible and able to work shifts, including weekends and holidays.
• Discreet, trustworthy, and service-oriented.