About Kempinski Hotels

Kempinski Hotels is seeking a Guest Relations Agent to join its team in Al Khobar, Eastern Region. This full-time position is integral to ensuring exceptional guest experiences and maintaining high service standards within the hotel environment.

The Role of Guest Relations Agent

The Guest Relations Agent is responsible for overseeing and guiding all aspects of Guest Relations operations. Working under the direction of the Guest Relations Manager, the role ensures that all established service standards are consistently met and upheld, contributing to a seamless and positive guest journey.

Core Responsibilities

• Carry out all administrative duties in cooperation with the Guest Relations Manager.
• Conduct daily checks on VIP lists and coordinate corresponding activities.
• Monitor and verify the costs associated with VIP treatments.
• Ensure full implementation and adherence to the VIP Policy.
• Prepare and distribute all VIP amenities forms as required.
• Update guest profiles and review existing records for accuracy.
• Maintain tidiness within the department and ensure appropriate clothing standards.

Guest Experience and Service Delivery

• Liaise with all departments to confirm guest requirements and ensure their execution on arrival days.
• Pre-check all guest requirements three days prior to arrival and again the day before.
• Inspect VIP arrival rooms to ensure they are clean and prepared for check-in.
• Greet arriving guests and escort them to their assigned rooms or suites.
• Address all guest comments and complaints, ensuring proper reporting and recording procedures are followed.
• Maintain full knowledge of all hotel activities and promotions to assist guests effectively.
• Attend to daily guest requirements and inquiries, providing guidance for necessary arrangements.

Departmental Support and Coordination

• Support the Guest Relations Supervisor in tasks such as appointments, employee training, performance assessment, induction training, and consultation on dismissals, to ensure effective staffing and productivity.
• Represent the Guest Relations Supervisor in meetings when required.
• Foster strong cooperation and regular information exchange with all hotel departments, including the Front Office Manager.
• Contribute to maintaining service standards, regularly reviewing them, and ensuring their adherence through targeted training.
• Participate in regular departmental meetings covering performance reviews, information sharing, and proposals for improvement.
• Undertake additional responsibilities and tasks as needed by the business and hotel operations.

Candidate Profile

Candidates for this position should possess 0-1 years of relevant experience in guest relations or a similar hospitality role. The ideal candidate will demonstrate strong organizational skills, meticulous attention to detail, and a commitment to delivering high-quality guest service in a dynamic hotel environment.