Guest Relations Agent Raffles The Red Sea (saudi N

Job Summary

Key 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 :

Qualifications & Experience:

• Minimum 23 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.

Additional Information :

• 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.

Remote Work :

No

Employment Type :

Full-time

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