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Assistant Guest Relations Manager (Saudis only)

Kempinski Hotels
Khobar, KSA
Full-time
Entry
Onsite
Discovered 3 weeks ago
Guest relationsHotel operationsVIP guest servicesGuest feedback and profile managementOpera PMSGuest complaint resolution

Full Job Posting

Role overview

The Assistant Guest Relations Manager manages the Guest Relations Section and represents hotel management in guest matters.

The role delivers professional service in line with Kempinski policies, procedures, and service standards and aims to resolve guest matters to their satisfaction.

Responsibilities

  • Communicate the hotel and company philosophy and represent the hotel internally.
  • Maintain detailed knowledge of the hotel, city and surroundings, in-house VIPs, hotel functions, and special events.
  • Collect VIP feedback and information from sources including Google, Opera PMS, and briefings; distribute updates to relevant departments and keep guest profiles current.
  • Welcome and farewell guests and visitors; personally welcome top VIPs, escort them to their rooms, and farewell them at departure.
  • Coordinate tailored itineraries, VIP greetings, and departures with the Front Office Manager or Assistant Front Office Manager in advance.
  • Record guest stay information in guest histories and provide visitors with general information, promotions, and directions.
  • Handle complaints and requests politely and efficiently, direct staff when needed, record and follow up on cases, and inform relevant departments.
  • Walk throughout the hotel to recognize and engage guests and share information about hotel services and promotions.
  • Attend daily briefings and training programmes; report hazards and ensure they are rectified promptly.
  • Inform senior management of unusual circumstances affecting guest service or expectations.
  • Make decisions on upgrades, complimentary services, and rebates under hotel policies.
  • Complete special projects and related duties; additional tasks may be assigned according to business and hotel needs.

Requirements

  • Manage the Guest Relations Section and provide service according to hotel policies, procedures, and service standards.
  • Have in-depth knowledge of the hotel and the geographical layout of the city and surroundings.
  • Know in-house VIPs, hotel functions, and special events.
  • Make decisions on upgrades, complimentary services, and rebates according to hotel policy.

Location

  • The description identifies the role location as Al Khobar, Saudi Arabia.

Department

Food and Beverage.

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