Guest Relations Agent \"Chinese Speaker\" - Raffles The Red Sea (Saudi National)

Raffles; Umluj; On-site; SAR 180,000 - 300,000; Full time

Job summary

Raffles The Red Sea is seeking a Guest Relations Agent fluent in English and Chinese to deliver tailored, luxurious service to discerning guests. You will recognize VIPs, personalize interactions, and coordinate with Front Desk, Concierge, and F&B to ensure seamless experiences.

The role requires 2–3 years in guest relations or related luxury hotel settings, a hospitality degree preferred, and flexibility to work shifts including weekends and holidays.

Qualifications

• Minimum 2–3 years in Guest Relations or related roles at luxury hotels
• Degree or diploma in Hospitality Management preferred
• Experience with property management systems (Opera or equivalent) is an advantage
• Excellent interpersonal and communication skills
• High emotional intelligence and strong problem-solving ability
• Fluency in English and Chinese required; additional languages are a strong advantage
• Strong organizational ability and attention to detail

Responsibilities

• Welcome and engage guests in a warm, refined manner, ensuring recognition of returning guests, VIPs, and special occasions
• Personalize interactions by identifying guest preferences and emotional cues
• Maintain detailed guest profiles, recording preferences and feedback for future stays
• Serve as the primary contact for in-house guests and handle feedback with empathy and professionalism
• Coordinate bespoke amenities and experiences with Concierge, Butler Service, and F&B teams
• Coordinate arrival, in-house, and departure arrangements for VIPs and long-stay guests
• Ensure VIP amenities and touches are delivered accurately and on time
• Act as liaison between guests and hotel management and escalate when appropriate
• Work with Front Desk, Concierge, Housekeeping, Engineering, and F&B to ensure seamless service delivery
• Uphold grooming, etiquette, and communication standards of the brand

Skills

English

Chinese

Interpersonal skills

Emotional intelligence

Communication skills

Hospitality

Problem solving

Education

Hospitality degree or related field

Tools

Opera PMS

Hotel systems

Microsoft Office

Job description

Guest Relations Agent \"Chinese Speaker\" - Raffles The Red Sea (Saudi National)

• Full-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time

Raffles & Fairmont the Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to two nature-focused resorts. With 361 rooms, 11 distinct dining concepts, including overwater restaurant with views of the Red Sea and the mangroves, and a Spa.

Raffles The Red Sea will be a sanctuary of refined elegance and timeless luxury, nestled within Saudi Arabia’s extraordinary Red Sea destination. Blending Raffles’ legendary graciousness and personalized service with the natural beauty and sustainability ethos of Red Sea Global, the property offers a curated haven for the world’s most discerning travelers.

Key Responsibilities

Guest Recognition & 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&B teams.

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 & Communication:

Work closely with Front Desk, Concierge, Housekeeping, Engineering, and Food & 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.

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 & Resorts in every guest interaction.

Compliance & 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.

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.