About the Role

Kempinski Hotels is seeking an Assistant Guest Relations Manager to join their team in Al Khobar, Eastern region. This full-time position involves managing the Guest Relations Section and ensuring the delivery of professional services in line with Kempinski’s established policies, procedures, and service standards. The Assistant Guest Relations Manager will act as a representative of the hotel management, addressing all guest relation matters to ensure guest satisfaction.

Key Responsibilities

• Communicate hotel and company philosophy and represent the hotel internally.
• Maintain in-depth knowledge of the hotel and the geographical layout of the city and its surroundings.
• Stay informed about all in-house VIPs, hotel functions, and special events.
• Collect feedback on VIPs daily through various sources (*, Google, Opera PMS, briefs) and distribute this information to relevant departments via daily guest fact sheets, reports, or newsletters, ensuring guest profiles are updated.
• Welcome, facilitate, and bid farewell to guests, with a focus on top VIPs who must be welcomed upon arrival, escorted to their room, and bid farewell upon departure.
• Liaise with the Front Office Manager/Assistant Front Office Manager to prepare tailored guest itineraries for top VIPs and coordinate VIP greetings and departures in advance.
• Obtain information about guest stays for entry into guest history records.
• Welcome visitors, assist with general information, internal promotions, and directions.
• Handle guest complaints and requests politely and efficiently, providing instructions to relevant staff to ensure optimal guest satisfaction.
• Maintain records of all complaints and requests, follow up, and inform concerned operating departments.
• Perform assigned special projects and related duties.
• Engage with guests appropriately while walking throughout the hotel.
• Attend and participate in scheduled daily briefings.
• Report and immediately rectify potential and existing hazards.
• Provide guests with information regarding hotel services and internal promotions.
• Inform Senior Management of any unusual circumstances that might affect guest service and expectations.
• Make decisions on upgrades, complimentary services, or rebates according to hotel policies and procedures.
• Participate in training programs.
• Undertake additional responsibilities and tasks as required by business and hotel needs.

Experience and Qualifications

Candidates for this role should possess 0-1 years of relevant experience. The position requires a professional who can uphold high service standards and effectively manage guest relations within a luxury hotel environment.

Work Type and Location

This is a full-time position based in Al Khobar, Eastern region, with Kempinski Hotels. The role operates within the dynamic environment of a luxury hotel, focusing on direct guest interaction and service excellence.