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Guest Relations Manager

sofitel.accor.com Logo

SOFITEL

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Location:
Saudi Arabia , Riyadh

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Job Responsibility:

  • Live and project the goal, philosophy, vision, mission and core values of the company
  • Adheres to company grooming standards at all time
  • Is a continual source of information, help and assistance to all guests
  • Prepares the weekly duty rosters
  • Supervise Guest Relation Officers
  • Keeps the immediate manager fully informed of all problems or unusual matters of significance
  • Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently
  • Conduct house tours / site inspection and special room drops for VIP’s
  • Escorts all arriving guests to their respective suites
  • Escorts external guests to their destination
  • Escorts departing guests to their means of transport
  • Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained
  • Greet all residence guests personally
  • Promote Inter-Hotel sales and in-house facilities
  • Handle guest complaints and feedback according to Sofitel standards ensuring necessary actions, follow up and recording are done
  • Completes the departure list for the following day – contact VIP guests for any necessary arrangements
  • Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest
  • Ensure Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
  • Liaise closely with Concierge, Butler and Sofitel Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations
  • Prepare compendiums prior to guest arrival and check-info system if necessary
  • Maintain close contact with Airport Concierge, Reception for new arrivals and departures
  • Update and maintain efficient guest history system
  • Prepare requisition and distribution of amenities on a timely basis
  • Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times
  • Attend daily and monthly briefings or meetings to facilitate communications and smooth operations
  • Abides by all policies and procedures
  • Has full knowledge of Sofitel standards
  • Performs related duties and special projects assigned by Senior Management

Requirements:

  • Degree from School for Tourism & Hotel Management
  • Minimum 3 - 5 years’ relevant experience with at least 2 years at a supervisory level
  • Strong written and verbal communication skills in English
  • Able to develop rapport with colleagues and management staff
  • Ability to work cohesively with co-workers as part of a multi-cultural team
  • Ability to focus attention on guest needs, remaining calm and courteous at all time
  • Ability to promote positive relations with guests and patrons
  • Able to exercise good judgment with difficult guests

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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