Guest Relations Officer - Saudi Only

Overview

The Guest Relations Officer is an iconic symbol of Kempinski and 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 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.

Application Deadline: October 31, 2025. Department: Rooms Division, Front Office & Guest Services. Employment Type: Permanent - Full Time. Location: Saudi Arabia - Yanbu. Workplace type: Onsite.

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, recognizing 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.

Education, Experience and Language

Education: Hotel Apprenticeship, Higher College Education

Experience

To fill the position, one of the following is required:

• 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

Ability to work and communicate in a multinational environment:

• 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

To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

• 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

About Kempinski Hotel & Resort Yanbu

Set in a secluded area on the Red Sea, Kempinski Hotel & Resort Yanbu will sit close to this lively port city. At this large upscale complex you'll be able to choose from spacious suites, designer apartments or exclusive villas, all with the finest architecture and contemporary styling. Unwind at the stunning pools, spa and fitness centre. Escape the stresses of modern life at the private beach. Take an excursion from the marina to discover a rich underwater world. Or join our diving school with expert instructors. Then, once you've worked up an appetite, you'll be able to indulge at any one of the five gourmet restaurants and lounges.

Apply Now & Hiring Process

Our Hiring Process:

• Stage 1: Application Review
• Stage 2: HR interview
• Stage 3: Hiring Manager Interview
• Stage 4: Job Offer

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