Guest Relations

Kempinski Hotels; Yanbu`; On-site; SAR 120,000 - 150,000; Full time

Job summary

A luxury hotel chain in Saudi Arabia seeks a female Guest Relations Officer to welcome and support guests. This role involves maintaining high service standards and liaising with the management for special guest arrangements. Candidates should have at least 3 years of management experience in the hospitality sector, excellent communication skills in English and another language, and a strong customer service orientation. The position is full-time and reports to the Rooms Division.

Qualifications

• Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferred.
• Excellent communication skills in local language and English.
• Additional language skills are beneficial.

Responsibilities

• Welcome and farewell hotel guests, acting as a Hotel Ambassador.
• Collect guest feedback and ensure optimal guest satisfaction.
• Liaise with FOM and GM for VIP arrangements.

Skills

Supervisory skills

Good Communication skills

Customer Service Orientation

Education

Hotel Apprenticeship, Higher College Education

Tools

Microsoft Office

Opera

Micros

Job description

Guest Relations - Female Only

Application Deadline: 17 November 2026

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Saudi Arabia - Yanbu

Description

The Guest Relations Officer is an iconic symbol of Kempinski and in essence acts as the Hotel Ambassador. As an extended arm of the General Manager, the Guest Relations Officer welcomes, meets and farewells hotel guests and is responsible for the communication with all guests, providing the highest quality service standards. The Guest Relations Officer is empowered to take immediate decisions in respect to guest well‐being.

Key Responsibilities

• Communicate the hotel & company philosophy and act as an internal hotel representative.
• Possess in‑depth knowledge of the hotel and the geographical layout of the city/surroundings.
• Stay informed about all VIPs in‑house, hotel functions, and special events.
• Collect guest feedback and VIP information daily (via Opera PMS, Google, briefings, etc.), distribute it to relevant departments, and update guest profiles accordingly.
• Welcome, facilitate, and bid farewell to as many guests as possible.
• Ensure all Top VIPs are welcomed upon arrival, escorted to their room, and farewelled upon departure.
• Liaise with FOM and GM to prepare tailor‑made itineraries for Top VIPs and coordinate VIP greetings and departures in advance.
• Collect detailed guest stay information to enrich guest history records.
• Welcome visitors to the hotel and assist with general information, internal promotions and directions.
• Handle guest complaints and requests politely and efficiently, giving further instructions to relevant staff if needed, to ensure optimal guest satisfaction.
• Maintain records of all complaints and requests, ensure proper follow‑up, and inform the concerned operating departments.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel, recognising guests and engaging with them appropriately.
• Attend and participate in daily briefings.
• Report potential and existing hazards and ensure they are rectified immediately.
• Provide information to all guests regarding hotel services and internal promotions.
• Keep Senior Management informed of any unusual circumstances that might affect guest service and expectations.
• Take decisions on upgrades, complimentary services, rebates, etc., as per hotel policies and procedures.
• Participate in training programmes.

NOTE

Additional responsibilities and tasks can be added at any time according to the needs of the business and the hotel.

Skills, Knowledge and Expertise

EDUCATION:

• Hotel Apprenticeship, Higher College Education

EXPERIENCE:

• Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
• Food & Beverage and Sales experience is a plus

LANGUAGE:

• Local language – excellent oral and written skills (as applicable)
• English – excellent oral and written skills
• Additional language – beneficial

COMPETENCIES:

• Supervisory skills
• Luxury Hotel Experiences
• Good Communication skills
• Knowledge of hotel operations & Computer systems
• General knowledge of tourist and business related information
• Knowledge of hotel products and services
• Knowledge of VIP welcoming protocol

TECHNICAL COMPETENCIES:

• Proficiency in Microsoft Office (Word, Excel and PowerPoint)
• Advanced knowledge of Opera
• Basic knowledge of Micros

INDIVIDUAL CHARACTERISTICS:

• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward
• flexible
• Self contained
• Motivated
• Pro‑active
• Organized
• Responsible
• Patient
• Customer Service Orientation
• Cross Cultural Sensitive
• Teamwork / Cooperation minded
• Quality oriented
• Courteous
• Friendly and caring
• Natural sense for luxury