Guest Experience Manager

2 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Ihgarmyhotels Full time

Hotel Background:

The Kimpton Riyadh hotel, located in the heart of Saudi Arabia's capital city, is a luxurious boutique hotel that offers a unique and memorable experience for its guests. As a member of our pre-opening team, you will play a pivotal role in shaping the hotel's culture and reputation.

Job Description:

As a Chief Concierge, you will be responsible for ensuring that our guests receive exceptional service and have an unforgettable experience. Your duties will include supervising the concierge team, managing guest services, maintaining knowledge of local attractions, resolving problems and issues, and enhancing guest experiences.

Key Responsibilities:

  1. Team Leadership: Lead and motivate the concierge team to deliver high standards of service, conduct briefings and training sessions, and maintain a positive work environment.
  2. Guest Relations: Greet guests warmly, handle inquiries, reservations, and special requests with ease, and provide personalized services to make each guest's stay unique and memorable.
  3. Service Delivery: Collaborate with other departments to fulfill guest requests, ensure seamless experiences, and handle VIP guests with discretion and care.
  4. Local Knowledge: Stay up-to-date with local attractions, restaurants, events, and activities to provide accurate recommendations, establish relationships with local businesses, and enhance guest experiences.
  5. Problem-Solving: Address and resolve guest complaints or issues promptly, effectively, and professionally, and communicate feedback to relevant departments for continuous improvement.
  6. Reporting and Analysis: Maintain accurate records of guest interactions and requests, prepare reports on concierge activities, and analyze guest satisfaction data to inform service improvements.

Requirements:

  • Communication Skills: Excellent communication skills to interact with guests, staff, and local businesses effectively.
  • Interpersonal Skills: Build rapport and maintain strong relationships with guests and colleagues.
  • Problem-Solving Skills: Address and resolve issues promptly, effectively, and professionally.
  • Organizational Skills: Manage multiple tasks efficiently, maintain detailed records, and prioritize tasks to meet deadlines.
  • Knowledge of Local Area: Stay informed about local attractions, events, and services to provide accurate recommendations and enhance guest experiences.

We're Looking for Someone Who:

Is passionate about delivering exceptional guest experiences, has a degree in Hotel Administration or Business Administration, and 2-3 years of experience in a similar role. Fluency in English is required, and Arabic fluency is preferred.



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