F&B Guest Relations

About the Role

Fairmont Hotels & Resorts is seeking a professional and enthusiastic F&B Guest Relations team member to join our dynamic team in Riyadh, Saudi Arabia. This full-time position requires exceptional organizational skills, genuine hospitality, and a commitment to delivering outstanding customer service in a fast-paced, collaborative environment. The F&B Guest Relations will serve as the first point of contact for guests, playing a crucial role in creating a welcoming and organized dining experience.

Responsibilities

• Greet guests warmly at the restaurant entrance and seat them according to the floor plan, ensuring fair distribution among service staff.
• Maintain comprehensive knowledge of the dining room layout, table configurations, restaurant capacity, hours of operation, dress code, and pricing structure.
• Manage restaurant reservations efficiently by taking, recording, and confirming bookings in accordance with departmental standards.
• Answer telephone calls within three rings using proper salutations and professional telephone etiquette.
• Communicate reservation changes and cancellations to management promptly as they occur throughout the shift.
• Review the reservation book daily, pre-assign designated tables, and follow up on all special guest requests.
• Ensure all menus and check folders are cleaned, organized, and available in sufficient quantities.
• Maintain a clean, organized, and welcoming Guest Relation stand at all times.
• Monitor guest reactions and confer frequently with management to ensure guest satisfaction and address concerns promptly.
• Anticipate heavy business periods and organize procedures to manage waiting lines efficiently.
• Respond to guest inquiries accurately and provide information about hotel services and activities.
• Handle guest complaints with professionalism, following established procedures to ensure immediate resolution and guest satisfaction.
• Assist restaurant staff with their duties when requested to optimize service delivery and maintain a cooperative working environment.
• Monitor table clearing and resetting procedures to ensure compliance with departmental standards.
• Promote food and beverage outlets to guests during slower periods.
• Maintain high standards of personal appearance, hygiene, and professional presentation at all times.
• Report for duty punctually, wearing the correct uniform and name tag.
• Comply with all hotel policies, fire safety procedures, health and safety regulations, and local legislation.
• Attend training sessions and meetings as required.
• Remain flexible and willing to extend job duties to meet business demands and guest service needs.

Qualifications and Requirements

• 0-1 year of experience in a similar guest relations or hospitality role.
• Exceptional organizational skills.
• Genuine hospitality and a commitment to outstanding customer service.
• Ability to work effectively in a fast-paced, collaborative environment.

Work Environment

Join our Guest Relations team, where hospitality, professionalism, and guest satisfaction are central to daily operations. This dynamic environment fosters teamwork, attention to detail, and building meaningful relationships with guests to create memorable experiences.

Commitment to Diversity & Inclusion

Fairmont Hotels & Resorts is an inclusive and diverse workplace that values individuality and promotes equal opportunity for all. We aim to build a team where everyone feels valued, respected, and empowered to grow, regardless of background or experience.