Guest Relations Officer - Saudi Only

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Department : Rooms Division, Front Office & Guest Services

Application Deadline : 31 October 2025

Department : Rooms Division, Front Office & Guest Services

Location : Saudi Arabia - Yanbu

Description

The Guest Relations Officer is an iconic symbol of Kempinski and in essence acts as the Hotel Ambassador. As an extended arm of the General Manager, the Guest Relations Officer welcomes, meets and farewells hotel guests and is responsible for the communication with all guests, providing the highest quality service standards. The Guest Relations Officer is empowered to take immediate decisions in respect to guest well-being.

Key Responsibilities

• Communicate the hotel & company philosophy and act as an internal hotel representative.
• Possess in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
• Stay informed about all VIPs in-house, hotel functions, and special events.
• Collect guest feedback and VIP information daily (via Opera PMS, Google, briefings, etc.), distribute it to relevant departments, and update guest profiles accordingly.
• Welcome, facilitate, and bid farewell to as many guests as possible.
• Ensure all Top VIPs are welcomed upon arrival, escorted to their room, and farewelled upon departure.
• Liaise with FOM and GM to prepare tailor-made itineraries for Top VIPs and coordinate VIP greetings and departures in advance.
• Collect detailed guest stay information to enrich guest history records.
• Welcome visitors to the hotel and assist with general information, internal promotions, and directions.
• Handle guest complaints and requests politely and efficiently, giving further instructions to relevant staff if needed, to ensure optimal guest satisfaction.
• Maintain records of all complaints and requests, ensure proper follow-up, and inform the concerned operating departments.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel, recognizing guests and engaging with them appropriately.
• Attend and participate in daily briefings.
• Report potential and existing hazards and ensure they are rectified immediately.
• Provide information to all guests regarding hotel services and internal promotions.
• Keep Senior Management informed of any unusual circumstances that might affect guest service and expectations.
• Take decisions on upgrades, complimentary services, rebates, etc., as per hotel policies and procedures.
• Participate in training programmes.

NOTE

Additional responsibilities and tasks can be added at any time according to the needs of the business and the hotel.

Skills, Knowledge and Expertise

EDUCATION :

EXPERIENCE : To fill the position, one of the following is required :

LANGUAGE : Ability to work and communicate in a multinational environment :

COMPETENCIES : Include the skills the candidate must have to fill this position

TECHNICAL COMPETENCIES : Computer literacy adapted to the field of training :

INDIVIDUAL CHARACTERISTICS : To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially :

Seniority level

Seniority level

Executive

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Hospitality

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