Guest Relations Officer

About the Hotel

Shangri-La Jeddah is positioned on the new Jeddah Waterfront beside the Red Sea and is designed to bring a fresh benchmark of luxury to the city. The property features expansive floor-to-ceiling windows, interiors inspired by the sea and nearby beaches, a dedicated Kids Club, supervised play areas, and distinctive dining experiences for discerning guests.

• 203 elegant rooms and suites, along with 17 luxury serviced apartments
• 4 restaurants and lounges, including the renowned Shang Palace
• Close to key Jeddah attractions and Red Sea Mall
• 116 privately owned Burj Assila Residences

Role Overview

In this position, you will represent the hotel at the guest-facing front line, ensuring that every visitor experiences a high standard of service aligned with the brand’s values. The role focuses on creating memorable stays for an international guest mix by recognizing needs early, communicating clearly, and building genuine connections.

Key Duties

• Welcome arriving guests with warmth and professionalism in line with Forbes five-star expectations.
• Support check-in and check-out activities while sharing relevant information about hotel facilities and services.
• Respond to guest questions, concerns, and complaints quickly and courteously to maintain satisfaction.
• Stay well informed about the hotel, its amenities, and nearby attractions so guests receive accurate guidance.
• Work closely with other departments to deliver smooth service and a coordinated guest experience.
• Arrange special guest needs such as room preferences, celebrations, transport, and similar requests.
• Check in with guests regularly during their stay to confirm comfort and collect feedback.
• Encourage participation in the Shangri-La Circle loyalty program and help drive repeat business through personalized service.
• Support the hotel’s service standards and contribute positively to team morale.

Ideal Attributes

• Respect for both Asian and Arabic cultures, with sensitivity to cross-cultural communication.
• Genuine empathy and attentiveness toward guest needs.
• Warm, engaging personality that makes guests feel valued.
• Ability to think ahead and solve problems before they escalate.
• Comfort working in a busy, changing hospitality environment.
• Strong attention to detail to ensure a polished guest experience.
• Clear spoken and written communication in English and Arabic; other languages are an added advantage.
• Collaborative mindset and willingness to work across teams.
• Sound judgment and problem-solving ability when handling guest issues.

Candidate Profile

• A bachelor’s degree in Hospitality Management or Business Administration is preferred, though not compulsory.
• Prior exposure to guest relations or a similar role within a luxury hotel is preferred.
• Familiarity with hospitality systems and OPMS is beneficial.
• Understanding of the luxury hospitality market in Saudi Arabia is important.
• Ability to communicate in Chinese is required.

Why Join

• A supportive workplace that encourages passion, self-development, and personal growth.
• Structured learning and development opportunities for career progression and leadership growth.
• Competitive benefits, recognition initiatives, and stay/travel privileges for colleagues.
• An inclusive culture that values diversity, respect, and psychological safety.

Additional Information

The employer is an equal opportunity organization and welcomes applications from all qualified candidates. Information shared by applicants will be used solely for recruitment purposes. Only shortlisted candidates will be contacted.