Guest Relations Agent Chinese Speaker

RAFFLES; Medina; On-site; SAR 180,000 - 300,000; Full time

Job summary

RAFFLES is seeking a seasoned Guest Relations professional to elevate the in-house guest experience at a luxury property in Medina. You will lead personalization efforts, coordinate VIP services, and collaborate across Front Office, Concierge, Housekeeping and F&B to ensure flawless service.

A pre-opening background is a strong plus and English/Chinese fluency is essential. The role emphasizes discretion, brand representation, and seamless coordination to deliver unforgettable stays for

Qualifications

• Minimum 2–3 years of guest relations/front office experience in a luxury or five-star hotel
• Degree or diploma in Hospitality Management or related field preferred
• Experience with Opera PMS or equivalent is advantageous

Responsibilities

• Recognize and personalize guest interactions, recording preferences and notable interactions.
• Manage guest experience from arrival to departure, handling feedback with empathy.
• Coordinate VIP arrivals, departures, and special needs with multiple teams.
• Collaborate with Front Desk, Concierge, Housekeeping, Engineering and F&B to ensure seamless service.
• Uphold luxury brand standards, grooming, etiquette and customer care.
• Ensure confidentiality and compliance with hotel policies and brand programs.

Skills

Interpersonal skills

Emotional intelligence

Problem solving

Organizational skills

MS Office

English

Chinese

Education

Hospitality management degree

Diploma in related field

Tools

Opera PMS

Job description

Key Responsibilities

• Guest Recognition and 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 and 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 and 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 and 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 and 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

• 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 and 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
• Understanding of Ultra-Luxury guest expectations and brand alignment experience in project coordination scheduling and document control during pre-Opening stages
• Experience in pre-Opening is a must
• A proactive anticipatory approach with a strong sense of ownership and accountability
• Impeccable grooming and personal presentation aligned with Luxury standards

We are much more than a world leader We are 240 000 hoteliers with the same shared passion for welcoming We take care of millions of guests in our 4 100 addresses and on our digital platforms As an operator and franchisor HotelServices owner and investor HotelInvest we invest all our energy into making a Feel Welcomea resonate as the finest hotel promise From luxury to economy and in every corner of the globe AccorHotels 20 brands meet all the needs of business and leisure travelers seeking comfort attention and high-quality services

Our Brands include -Raffles -Fairmont -Sofitel -MGallery -Grand Mercure -Pullman -SwissA tel -Novotel -Suite Novotel -Mercure -Thalassa sea amp spa -Adagio -ibis -ibis Styles -ibis budget -HotelF1 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.Discreet, trustworthy, and service-oriented.