Guest Relations Manager

InterContinental Hotels Group; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading international hotel chain in Riyadh seeks a Guest Relations Manager to oversee exceptional guest experiences.Responsibilities include assisting guests during check-in/check-out, managing VIP services, resolving complaints, and training Front Office staff. The ideal candidate will have a Bachelor's degree in hospitality or a related field, with 3–5 years of luxury hotel experience. Fluency in English is essential, and knowledge of PMS systems is preferred. This role promises to be rewarding in a vibrant work environment.

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.

Responsibilities

• Welcome and assist guests upon arrival, ensuring smooth check-in and check-out.
• Manage VIP and long-stay guest experiences, including special requests.
• Handle guest complaints and resolve issues promptly.

Skills

Customer-centric mindset

Problem-solving skills

Conflict resolution skills

Attention to detail

Education

Bachelor’s degree in hospitality management or related field

Tools

PMS systems (Opera preferred)

Job description

About Us

Kimpton Hotels & Restaurants is the original boutique hotel company, which pioneered the concept of unique, distinctive, design-forward hotels in 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.

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.

Skills & Competencies

• Customer-centric mindset with attention to detail.
• Problem-solving and conflict resolution skills.
• Ability to manage multiple priorities under pressure.