Assistant Guest Relations Manager (Saudis only)

About the Role

Kempinski Hotel is seeking an Assistant Guest Relations Manager (Saudis only) to join their team. This full-time role involves managing the Guest Relations Section and ensuring the delivery of professional services in line with Kempinski’s standards. The Assistant Guest Relations Manager acts as a representative of the hotel management, addressing all guest relation matters to ensure guest satisfaction.

Key Responsibilities

• Communicate the hotel and company philosophy and represent the hotel internally.
• Maintain in-depth knowledge of the hotel and the local geographical area.
• Stay informed about all in-house VIPs, hotel functions, and special events.
• Collect and distribute feedback on VIPs daily, utilizing resources like Google and Opera PMS, and ensure guest profiles are updated.
• Welcome, facilitate, and bid farewell to guests, with a focus on top VIPs who must be personally welcomed, escorted to their rooms, and bid farewell upon departure.
• Liaise with the Front Office Manager/Assistant Front Office Manager to prepare tailored itineraries for top VIPs and coordinate their greetings and departures in advance.
• Gather information about guest stays for entry into guest history records.
• Assist visitors with general information, internal promotions, and directions.
• Handle guest complaints and requests efficiently and politely, providing instructions to relevant staff to ensure optimal guest satisfaction.
• Maintain records of all complaints and requests, follow up, and inform concerned operating departments.
• Perform special projects and related duties as assigned.
• Recognize and engage appropriately with guests throughout the hotel.
• Attend and participate in daily briefings.
• Report and immediately rectify potential and existing hazards.
• Provide guests with information regarding hotel services and internal promotions.
• Inform Senior Management of any unusual circumstances affecting guest service and expectations.
• Make decisions on upgrades, complimentary services, or rebates according to hotel policies and procedures.
• Participate in training programs.

Experience and Qualifications

Candidates for this role should possess 5-10 years of relevant experience. The position requires a professional who can uphold Kempinski’s service standards and effectively manage guest relations.

Work Environment

This is a full-time position within the Kempinski Hotel. The role requires active engagement with guests and collaboration with various hotel departments to ensure a seamless guest experience.

Additional Information

Additional responsibilities and tasks may be assigned based on business and hotel needs. Salary details for this position will be disclosed during the application process.