Guest Relations Manager

Job description / Role

Company description

Sofitel Riyadh Hotel & Convention Center: a symphony of French elegance and Saudi Arabian warmth.

The Sofitel Riyadh is dedicated to providing a five-star experience characterized by luxury, elegance, and impeccable service. The hotel's commitment to personalized attention ensures that each guest's stay is not just comfortable but memorable. Blending urban sophistication with refined opulence, the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world.

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart. Join us and become a Heartist®.

Job description

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

Key roles & responsibilities

• Live and project the goal, philosophy, vision, mission and core values of the company.
• Adhere to company grooming standards at all times.
• Be a continual source of information, help and assistance to all guests.
• Prepare the weekly duty rosters.
• Supervise Guest Relation Officers.
• Keep the immediate manager fully informed of all problems or unusual matters of significance. Communicate and liaise at all times with team members.
• Maintain transparent and open lines of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours, site inspections and special room drops for VIPs.
• Escort all arriving guests to their respective suites.
• Escort external guests to their destination.
• Escort departing guests to their means of transport.
• Check 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.
• Complete the departure list for the following day and contact VIP guests for any necessary arrangements.
• Render maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guests.
• Ensure all members consistently receive all benefits; repeat guests and other VIPs receive special recognition and service.
• Liaise closely with Concierge and Butler 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 and Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assure 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.
• Abide by all policies and procedures.
• Have full knowledge of Sofitel standards.
• Perform related duties and special projects assigned by senior management.

Qualifications

• Strong written and verbal communication skills in English and Arabic.
• 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 times.
• Ability to promote positive relations with guests and patrons.
• Able to exercise good judgment with difficult guests.
• Degree from school for tourism & hotel management.

Experience

• Minimum 3 to 5 years' relevant experience with at least 2 years at a supervisory level.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.