Kempinski Hotels Positions in Al Khobar, Eastern, Saudi Arabia – Guest Relations Agent

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About the job

Kempinski Al Othman Hotel

The spectacular new five-star Kempinski Al Othman Hotel Al Khobar offers sweeping views over the Al Khobar skyline. A wide range of rooms and suites are available, as well as 18 stunning, designer-styled apartments that combine the ultimate in elegance, space and comfort with all the services and amenities of a five-star hotel.

Guest Relations Agent

SCOPE

The incumbent in this position is responsible for – under the management of the Guest Relations Manager and taking into account the established standards – supervising and leading all areas of the Guest Relations.

OVERALL OBJECTIVES

The job of Guest Relations Agent is executed satisfactorily when:

• LQA (Leading Quality Assurance) audit results are 85% and above.
• CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
• Hotel and Outlets are promoted.
• Guest complaints are minimized and if occur followed up efficient and are reported to Guest Relations Manager and Operations team.
• In case of operational need, the Guest Relations Agent helps with reception duties.

Main Responsibilities

• Carry out all administrative duties in co-operation with Guest Relations Manager.
• Daily checks on the VIP lists and ordering of corresponding activities.
• Monitor and check the costs of VIP treatments.
• Be responsible for VIP Policy and ensure it is implemented fully.
• Liaise with all departments check all guest requirements and ensure that these are executed on day of arrivals.
• Pre check all guest requirements three days prior to arrival and again the day before.
• Pre check all VIP arrival rooms and ensure that all rooms are clean and ready upon check in.
• Greet arrivals and escort all Guests to the rooms or suites.
• Ensure that all guest comments and complaints are attended to and that all complaint reporting is carried out and recorded.
• Be fully conversant with all hotel activities and promotions.
• Attend to daily guest requirements and enquires and help guide them with all necessary arrangements.
• Prepare all VIP amenities forms and distribute accordingly.
• Update guest profiles and check the existing one.
• Maintain tidiness in the building and clothing in the department.
• Support the Guest Relations Manager in task such as appointment, employee training assessment of performance, induction training, and consultation, if necessary, dismissals, in order to guarantee appropriate occupation of posts and productivity.
• Represent the Guest Relations Manager at meetings.
• Ensure good co operation and regular exchange of information with all departments, such as the Front Office Manager.
• Joint responsibilities for maintaining standards, revise these regularly and guarantee that these are upheld by targeted training.
• Hold regular meetings within the department (performance review, information, proposals for improvement)

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

NATIONALITY: Eligible for a working permit in country of hire

EDUCATION: Hotel Apprenticeship

Higher College Education

EXPERIENCE: To fill the position, one of the following is required:

• Minimum of 1 year experience in a Front Office position preferably in an international five star hotel
• Food & Beverage experience is a plus

LANGUAGE: Ability to work and communicate in a multinational environment:

• Local language – excellent oral and written skills (as applicable)
• English – excellent oral and written skills
• Additional language – beneficial

COMPETENCIES: Include the skills the candidate must have to fill this

Position

• Luxury Hotel Experiences
• Good Communication skills
• Knowledge of hotel operations & Computer systems
• General knowledge of tourist and business related information
• Knowledge of hotel products and services
• Knowledge of VIP welcoming protocol

Technical Competencies

Computer literacy adapted to the field of training:

• Microsoft Office (Word, Excel and PowerPoint)
• Good knowledge of Opera
• Basic knowledge of Micros

INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward
• Motivating others
• Planning/ Organization
• Problem solving
• Flexibility
• Concern for quality
• Initiative
• Results oriented
• Teamwork / Cooperation
• Interpersonal skills
• Customer service orientation
• Oral and Listening Skills
• Good writing skills
• Friendly and caring attitude
• Self controlled

Organization

Kempinski Al Othman Hotel Al Khobar

Primary Location

Saudi Arabia-Al Khobar

Job Type

Regular

Job Level

Staff

Schedule

Full-time

Job Posting

Oct 4, 2021

Unposting Date

Ongoing

Company: Kempinski Hotels

Vacancy Type: Full-time · Entry level 

Job Location: Al Khobar, Eastern, Saudi Arabia

Application Deadline: N/A

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