Guest Relations Host

Job description

KEY RESPONSIBILITIES Guest Recognition and Assignment: Welcoming and engaging guests in a warm, classy and genuine manner, ensuring recognition for returning guests, VIPs and special events. Proactively identify guest preferences, expectations and emotional cues to personalize interactions and services. Maintain detailed guest profiles, recording preferences, comments, and notable interactions to enhance future stays. Guest Experience Management: Serves as the primary point of contact for internal guests, ensuring their comfort and satisfaction throughout their stay. Handle guest comments, requests, and concerns with empathy, professionalism, and a solutions-based approach. Follow up on service recovery procedures to ensure issues are fully resolved and guests leave with a positive impression. Coordinate amenities, surprises, and personalized experiences in collaboration with the concierge, butler, and food and beverage teams. VIP and Special Handling: Coordinate arrival, boarding and departure arrangements for VIPs, long-stay guests and guests with special needs. Ensure all VIP amenities, room settings and personal touches are delivered accurately and on time. Act as a liaison between guests and hotel management, escalating comments or concerns when appropriate. Coordination and Communication: Work closely with Front Desk, Concierge, Housekeeping, Engineering and Food & Beverage to ensure solicit less service. Communicate guest preferences and special instructions clearly across departments. Participate in daily briefings to share guest insights and service priorities. Standards, etiquette and brand representation: a To adhere to Raffles standards of grooming, etiquette and communication at all times. Demonstrating impeccable ethics, cultural sensitivity and emotional intelligence befitting a luxury heritage brand. Represent the values, history and service culture of Raffles Hotels & Resorts in every interaction with guests. Compliance and 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 and 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 and Competencies: Exceptional interpersonal and communication skills. High emotional intelligence with the ability to read and respond to guests' needs. Strong problem solving and service recovery skills. Excellent organizational ability and attention to detail. - Proficiency in using Microsoft Office and hotel systems. Proficiency in English is required. Additional languages are a powerful feature. Personal Traits: Naturally warm, generous and guest-focused. Polished, elegant appearance and professional demeanor. Calm, confident and collected under pressure. Flexible and able to work shifts, including weekends and holidays. Discreet, trustworthy and service oriented. Understanding ultra-luxury guests' expectations and aligning with the brand Ariya. Experience in project coordination, scheduling, and document control during pre-opening phases. Pre-opening experience is a must. A proactive and proactive approach with a strong sense of ownership and accountability. Impeccable care and personalized presentation in line with luxury standards. Located in the Kingdom's flagship Red Sea project, Raffles and Fairmont Red Sea will provide visitors with access to two nature-focused resorts. The hotel features 361 rooms and 11 distinct dining concepts, including an overwater restaurant overlooking the Red Sea and mangroves and a spa. Located within Saudi Arabia's exceptional Red Sea destination, Raffles Red Sea will be a haven of refined elegance and timeless luxury. Blending Raffles' legendary hospitality and personalized service with natural beauty and the global Red Sea Company's sustainability the employer, the hotel provides a curated escape for the world's most discerning travellers

Requirements

• Guest Experience Management: Serves as the primary point of contact for internal guests, ensuring their comfort and satisfaction throughout their stay
• · Participate in training on service culture, brand programs and continuous improvement initiatives
• · Qualifications and Experience: Minimum 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
• · Proficiency in using Microsoft Office and hotel systems

Skills