Guest Relations Officer

Shangri-La Jeddah

• Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city.
• Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside.
• A dedicated Kids Club and supervised play area provides the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.
• 203 stylish rooms and suites plus 17 luxury serviced apartments.
• 4 restaurants and lounges, including the legendary Shang Palace
• Convenient for Jeddah’s popular landmarks and Red Sea Mall
• 116 privately owned Burj Assila Residences.

Job Summary

Key Responsibilities

• To have- Greet and welcome guests upon arrival, ensuring a warm and friendly atmosphere (based on Forbes five-star standards).
• Assist guests with check-in and check-out processes, providing information about hotel services and amenities.
• Address guest inquiries, concerns, and complaints promptly and professionally, ensuring a high level of satisfaction.
• Maintain a thorough knowledge of hotel facilities, services, and local attractions to provide accurate information to guests.
• Collaborate and communicate with various departments to ensure seamless service delivery and guest satisfaction.
• Organize and coordinate special requests, such as room preferences, celebrations, and transportation needs, etc
• Conduct regular follow-ups with guests during their stay to ensure their needs are met and to gather feedback.
• Promote our hotel loyalty program Shangri-La Circle and encourage repeat visits through personalized service.
• Uphold the hotel’s standards of service excellence and contribute to a positive team environment.

Desired Personality Traits

• Culturally Sensitive: An understanding and appreciation of both Asian and Arabic cultures in particular, with the ability to navigate cultural nuances in communication and service.
• Empathetic: A genuine desire to understand and meet the needs of guests, demonstrating compassion and attentiveness.
• Charismatic: A warm and engaging personality that makes guests feel valued and welcomed.
• Proactive: Anticipates guest needs and takes initiative to provide solutions before issues arise.
• Adaptable: Comfortable working in a fast-paced environment and able to adjust to changing situations and guest preferences.
• Detail-Oriented: A keen eye for detail to ensure that every aspect of the guest experience is flawless.
• Excellent Communicator: Strong verbal and written communication skills in both English and Arabic; proficiency in additional languages is a plus.
• Team Player: Collaborative spirit with the ability to work effectively with colleagues across various departments.
• Problem Solver: Strong critical thinking skills to address and resolve guest concerns efficiently.

What We Are Looking For

• Bachelor’s degree in Hospitality Management, Business Administration preferred but not mandatory
• Previous experience in guest relations or a similar role in a luxury hotel environment is preferred.
• Knowledge of hospitality software (OPMS) and systems is an advantage.
• Strong understanding of the luxury hospitality market in Saudi Arabia.
• Chinese speaker

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.
• We are an equal opportunity employer.
• Applications from all qualified candidates are welcomed.
• All information provided by applicants will be treated in and used only for recruitment purposes.
• We appreciate your interest in joining us.
• Please note that only successful candidates will be contacted.
• Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city.
• Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside.
• A dedicated Kids Club and supervised play area provide the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.