Guest Relations

About the Role

Accor is seeking a professional and enthusiastic Guest Relations Hostess to join its team in Riyadh, Saudi Arabia. This full-time position is crucial as the first point of contact for guests, focusing on creating a welcoming and organized dining experience. The role requires strong organizational skills, genuine hospitality, and a commitment to delivering outstanding customer service in a fast-paced, collaborative environment.

Key Responsibilities

• Warmly greet and seat guests 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.
• Manage restaurant reservations efficiently by taking, recording, and confirming bookings in line with departmental standards.
• Answer telephone calls promptly using proper salutations and professional etiquette.
• Communicate reservation changes and cancellations to management as they occur.
• Review the reservation book daily, pre-assign designated tables, and follow up on special guest requests.
• Ensure all menus and check folders are cleaned, organized, and available in sufficient quantities.
• Maintain a clean, organized, and welcoming hostess stand at all times.
• Monitor guest reactions and confer 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 professionally, following established procedures for immediate resolution.
• Assist restaurant staff with duties when requested to optimize service delivery.
• Monitor table clearing and resetting procedures to ensure compliance with departmental standards.
• Promote food and beverage outlets to guests during slower periods.
• 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 Experience

• Diploma or degree in vocational hospitality is preferred.
• Minimum one year of experience in a 4-5 star hotel environment or equivalent hospitality experience. Freshers with strong hospitality training are encouraged to apply.
• Excellent verbal and written communication skills in English; proficiency in Arabic is a plus.
• Strong organizational and multitasking abilities with keen attention to detail.
• Proficient phone etiquette and reservation management skills.
• Demonstrated ability to work efficiently in a fast-paced, high-volume environment.
• Exceptional customer service orientation with genuine empathy and cultural sensitivity.
• Problem-solving skills and ability to handle guest concerns with professionalism.
• Collaborative mindset with the ability to work effectively with diverse teams.
• Flexibility to adapt to changing circumstances and willingness to support team members.
• Knowledge of restaurant operations, table management, and dining service standards.
• Ability to maintain composure and resilience under pressure.
• Professional appearance and commitment to maintaining high hygiene standards.
• Familiarity with local customs and cultural practices relevant to Riyadh, Saudi Arabia.
• Basic cash handling knowledge and ability to assist with cashiering procedures.

Work Environment

This role is based in Riyadh, Saudi Arabia, within a dynamic and collaborative hospitality setting. The position requires adaptability to business demands and guest service needs, including adherence to hotel policies and safety regulations.

Professional Conduct

The successful candidate will maintain high standards of personal appearance, hygiene, and professional presentation at all times, reporting for duty punctually with the correct uniform and name tag.