Guest Relations Agent

About Sofitel Riyadh Hotel & Convention Center

Sofitel Riyadh brings together French elegance and Saudi Arabian hospitality to offer a premium five-star hotel experience focused on luxury, sophistication, and personalized service. The hotel strives to create memorable stays by attending meticulously to every detail to ensure each guest feels uniquely valued and welcomed.

Role Overview

The Guest Relations Agent plays a pivotal role in maximizing guest satisfaction by providing personalized and attentive service from arrival to departure, especially catering to VIP guests and repeat customers. The position involves close coordination with various departments like Concierge and Butler services to manage special requests, promotions, and events effectively.

Key Responsibilities

• Deliver exceptional guest experiences by offering prompt, courteous attention and recognizing repeat or VIP guests personally
• Welcome VIP visitors on arrival and liaise with Concierge, Butler, and Club staff regarding hotel events, promotions, limousine services, and VIP arrangements
• Prepare guest compendiums and update reservation and guest history systems to ensure smooth check-ins
• Maintain communication with Airport Concierge regarding arrivals and departures
• Encourage inter-hotel sales and promote in-house facilities and services
• Coordinate welcome cards and amenities for guests prior to arrival
• Attend to guests' special requests and manage complaints by referring to appropriate personnel and ensuring follow-up actions
• Review arrival lists to confirm VIPs and special requirements are met including room allocations and amenities
• Organize timely requisitions for guest amenities
• Participate in regular meetings with guest relations team members and related staff to maintain communication and smooth operation
• Follow all hotel policies and procedures
• Carry out additional tasks and special projects as assigned

Qualifications and Attributes

• Degree in Tourism and Hotel Management or related field
• At least two years of experience in guest relations within a four- or five-star hotel environment
• Excellent verbal and written English communication skills
• Ability to develop strong relationships with colleagues and management
• Skilled in working cooperatively within a diverse, multicultural team
• Maintain composure and courteousness under pressure with guest-focused attention
• Ability to build positive relationships with guests and handle difficult situations with sound judgment