Assistant Guest Relations Manager (Saudis only)

Kempinski Al Othman Hotel Al Khobar Saudi Arabia The incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest. Key Responsibilities - Communication of hotel & company philosophy and internal hotel representation. - Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings. - Be knowledgeable about all VIPs in-house, hotel functions and special events. - Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile. - Welcome, facilitate and bid farewell to as many guests as possible. - Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure. - Liaise with FOM/AFOM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time. - Obtain as much information about a guest’s stay to be entered in the guest history. - Welcome visitors to the hotel; assist with general information, internal promotions and directions. - Handle guest complaints and requests in a polite and efficient manner; give further instructions to the relevant staff if needed to ensure optimal guest satisfaction. - Maintain a record of all complaints and requests, follow up and inform concerned operating departments. - Perform special projects and related duties as assigned. - Walk throughout the hotel recognizing guests and engage with them appropriately. - Attend & participate in daily briefings as scheduled. - Report potential and existing hazards and rectified immediately. - Provide information to all guests regarding the services and possible internal promotions of the hotel. - Senior Management on any unusual circumstances that might affect guest service and expectation. - Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures. - Participate in training programmes. - Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Communicate hotel and company philosophy; represent the hotel internally; know the hotel and city layout; be knowledgeable about all VIPs in-house, hotel functions, and events; collect feedback on VIPs via sources (Google, Opera PMS, briefs) and disseminate through daily reports and guest profiles; welcome and bid farewell to guests; personally welcome Top VIPs on arrival, escort to rooms, and bid farewell on departure; coordinate with FOM/AFOM for tailor-made VIP itineraries and arrivals/departures; gather guest stay information for guest history; assist visitors with information, promotions, and directions; handle complaints and requests courteously, directing staff as needed; maintain records of complaints/requests and inform relevant departments; perform special projects; walk the hotel to engage with guests; attend daily briefings; report hazards and rectify; provide guest service information and hotel promotions; brief Senior Management on unusual circumstances affecting service; make decisions on upgrades/comps/rebates per hotel policy; participate in training; additional duties as needed.