Guest Relation Host - Raffles The Red Sea (Saudi National)

Responsibilities

• Guest Recognition & Personalization:
• Welcome and engage guests in a warm, refined, and genuine manner, ensuring recognition of returning guests, VIPs, and special occasions.
• Proactively identify guest preferences, expectations, and emotional cues to personalize interactions and services.
• Maintain detailed guest profiles, recording preferences, feedback, and notable interactions to enhance future stays.
• Guest Experience Management:
• Serve as the primary point of contact for in-house guests, ensuring their comfort and satisfaction throughout the stay.
• Handle guest feedback, requests, and concerns with empathy, professionalism, and a solutions-driven approach.
• Follow up on service recovery actions to ensure issues are fully resolved and guests depart with a positive impression.
• Coordinate bespoke amenities, surprises, and experiences in collaboration with Concierge, Butler Service, and F&B teams.
• VIP & Special Handling:
• Coordinate arrival, in-house, and departure arrangements for VIPs, long-stay guests, and special-needs guests.
• Ensure all VIP amenities, room setups, and personalized touches are delivered accurately and on time.
• Act as a liaison between guests and hotel management, escalating feedback or concerns when appropriate.
• Coordination & Communication:
• Work closely with Front Desk, Concierge, Housekeeping, Engineering, and Food & Beverage to ensure seamless service delivery.
• Communicate guest preferences and special instructions clearly across departments.
• Participate in daily briefings to share guest insights and service priorities.
• Standards, Etiquette & Brand Representation:
• Uphold Raffles grooming, etiquette, and communication standards at all times.
• Demonstrate impeccable manners, cultural sensitivity, and emotional intelligence befitting a luxury heritage brand.
• Represent the values, history, and service culture of Raffles Hotels & Resorts in every guest interaction.
• Compliance & Continuous Improvement:
• Ensure confidentiality and discretion when handling guest information and situations.
• Adhere to hotel policies, safety procedures, and brand standards.
• Participate in service culture training, brand programs, and continuous improvement initiatives.
• Qualifications & Experience:
• Minimum 2-3 years of experience in Guest Relations, Front Office, or Guest Experience roles within a luxury or five-star hotel environment.
• Degree or diploma in Hospitality Management or related field preferred.
• Experience with property management systems (Opera or equivalent) is an advantage.
• Skills & Competencies:
• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to read and respond to guest needs.
• Strong problem-solving and service recovery skills.
• Excellent organizational ability and attention to detail.
• Proficiency in Microsoft Office and hotel systems.
• Fluency in English required; additional languages are a strong advantage.
• Personal Attributes:
• Naturally warm, gracious, and guest-focused personality.
• Polished, elegant appearance and professional demeanor.
• Calm, confident, and composed under pressure.
• Flexible and able to work shifts, including weekends and holidays.
• Discreet, trustworthy, and service-oriented.
• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination, scheduling, and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.

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