Guest Relations Manager

InterContinental Hotels Group; Municipality of Al Shamal; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading luxury hotel brand in Riyadh is seeking a Guest Relations Manager to ensure exceptional guest experiences. In this role, you will manage VIP guests, resolve complaints, and maintain high hospitality standards. The ideal candidate has a Bachelor's degree, 3–5 years of luxury hotel experience, and excellent communication skills. Join us and be part of the Kimpton team's unique culture.

Qualifications

• 3–5 years of experience in Front Office or Guest Relations in a luxury hotel.
• Fluency in English; Arabic and other languages are a plus.
• Strong knowledge of customer service standards.

Responsibilities

• Ensuring exceptional guest experiences by managing guest relations.
• Monitoring guest feedback and implementing improvements.
• Coordinating with other departments to deliver seamless service.

Skills

Excellent communication and interpersonal skills

Customer-centric mindset

Problem-solving and conflict resolution skills

Ability to manage multiple priorities

Leadership and team development

Education

Bachelor’s degree in hospitality management or related field

Tools

PMS systems (Opera preferred)

Job description

Kimpton Hotels & Restaurants is the original boutique hotel company, which pioneered the concept of unique, distinctive, design-forward hotels in the San Francisco, California before expanding worldwide. Anchored in one-of-a-kind experiences, Kimpton spaces and experiences centre on our guests, offering inspiring design that evokes curiosity to forward thinking flavours that feed the soul. Every detail is thoughtfully curated and artfully delivered, so that guest experiences remain meaningful, unscripted and ridiculously personal.

Our mission is to be the best-loved hotel and restaurant company through the common belief that heartfelt connections make people’s lives better. Our colleagues are empowered and encouraged to act from the heart, to go above and beyond to create ‘ridiculously personal’ experiences for each other and our guests.

We're looking for passionate, high-spirted individuals to join the pre-opening team at Kimpton Riyadh, the very first Kimpton hotel in the Middle Each. The ideal Kimpton team member has an inclusive spirit who embraces individuality and can cultivate a work environment that’s a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional.

Our hotel is only as good as the people it employs so if you’re passionate, focused and driven, live for making every guest’s experience ‘ridiculously personal’ and creating unforgettable moments, then we invite you to join the Kimpton tribe.

About Kimpton Riyadh

Located in King Abdullah Financial District which is set in the heart of the Saudi capital, 22-kilometers away from the airport, Kimpton Riyadh is the first Kimpton in the Middle East bringing the brand’s playful energy, infectious personality, and unique design style to this LEED certified landmark development home to 1.6 million square meters of state-of-the-art office space, world-class venues and iconic luxury residences. The hotel welcome guests to experience its 212 guest rooms and suites and to enjoy its unique dining options.

Job Summary:

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest relations. This role focuses on personalized service, handling VIP guests, resolving complaints, and maintaining high standards of hospitality in line with the hotel’s luxury brand values.

Key Responsibilities:

• Welcome and assist guests upon arrival, ensuring a smooth check-in and check-out process.
• Manage VIP and long-stay guest experiences, including special requests and personalized services.
• Handle guest complaints and resolve issues promptly to ensure satisfaction.
• Coordinate with other departments (Housekeeping, F&B, Concierge) to deliver seamless service.
• Monitor guest feedback through surveys and online platforms; implement improvement plans.
• Maintain accurate guest profiles and preferences in the PMS system.
• Train and mentor Front Office team members on guest service standards.
• Prepare daily reports on VIP arrivals, special occasions, and guest feedback.
• Ensure compliance with hotel policies, safety standards, and brand guidelines.

Qualifications:

• Bachelor’s degree in hospitality management or related field.
• Minimum 3–5 years of experience in Front Office or Guest Relations in a luxury hotel.
• Strong knowledge of PMS systems (Opera preferred).
• Excellent communication and interpersonal skills.
• Fluency in English; Arabic and other languages are a plus.
• Customer-centric mindset with attention to detail.
• Problem-solving and conflict resolution skills.
• Ability to manage multiple priorities under pressure.
• Leadership and team development capabilities.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.