Guest Relations Officer

2 weeks ago

جدة, Saudi Arabia Shangri-La Hotels Full time

Shangri-La Jeddah
Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city. Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside. A dedicated Kids Club and supervised play area provides the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.
203 stylish rooms and suites plus 17 luxury serviced apartments.
4 restaurants and lounges, including the legendary Shang Palace
Convenient for Jeddah’s popular landmarks and Red Sea Mall
116 privately owned Burj Assila Residences.
**Job Summary**:
As a Guest Relations Officer at Shangri-La Jeddah, you will be the face of our hotel, ensuring that every guest receives exceptional service that reflects our values and beliefs.
You will play a vital role in creating memorable experiences by understanding and anticipating the needs of our diverse clientele, which includes cultures from around the globe. Your ability to communicate effectively and build rapport with guests will be essential in fostering a welcoming and inclusive environment.
**Key Responsibilities**:
To have
- Greet and welcome guests upon arrival, ensuring a warm and friendly atmosphere (based on Forbes five-star standards).
Assist guests with check-in and check-out processes, providing information about hotel services and amenities.
Address guest inquiries, concerns, and complaints promptly and professionally, ensuring a high level of satisfaction.
Maintain a thorough knowledge of hotel facilities, services, and local attractions to provide accurate information to guests.
Collaborate and communicate with various departments to ensure seamless service delivery and guest satisfaction.
Organize and coordinate special requests, such as room preferences, celebrations, and transportation needs, etc
Conduct regular follow-ups with guests during their stay to ensure their needs are met and to gather feedback.
Promote our hotel loyalty program Shangri-La Circle and encourage repeat visits through personalized service.
Uphold the hotel’s standards of service excellence and contribute to a positive team environment.
**Desired Personality Traits**:
**Culturally Sensitive**: An understanding and appreciation of both Asian and Arabic cultures in particular, with the ability to navigate cultural nuances in communication and service.
**Empathetic**: A genuine desire to understand and meet the needs of guests, demonstrating compassion and attentiveness.
**Charismatic**: A warm and engaging personality that makes guests feel valued and welcomed.
**Proactive**: Anticipates guest needs and takes initiative to provide solutions before issues arise.
**Adaptable**: Comfortable working in a fast-paced environment and able to adjust to changing situations and guest preferences.
**Detail-Oriented**: A keen eye for detail to ensure that every aspect of the guest experience is flawless.
**Excellent Communicator**: Strong verbal and written communication skills in both English and Arabic; proficiency in additional languages is a plus.
**Team Player**: Collaborative spirit with the ability to work effectively with colleagues across various departments.
**Problem Solver**: Strong critical thinking skills to address and resolve guest concerns efficiently.
**What we are Looking For**:
Bachelor’s degree in Hospitality Management, Business Administration preferred but not mandatory
Previous experience in guest relations or a similar role in a luxury hotel environment is preferred.
Knowledge of hospitality software (OPMS) and systems is an advantage.
Strong understanding of the luxury hospitality market in Saudi Arabia.
Chinese speaker
Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city. Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside. A dedicated Kids Club and supervised play area provide the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.

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