Guest Relation Agent

About the Role

The Guest Relation Agent position at Sofitel Jabal Omar Makkah offers an opportunity to contribute to luxury hospitality by ensuring exceptional guest satisfaction. This full-time permanent role involves delivering personalized attention from guest arrival until departure, recognizing VIPs and repeat visitors, and liaising with internal departments to enhance the guest experience.

Key Responsibilities

• Provide warm personal recognition and attentive service to all guests throughout their stay, maximizing satisfaction.
• Offer special recognition and services to VIPs and returning guests.
• Personally meet and greet VIP guests on arrival.
• Coordinate closely with Concierge and Butler teams regarding hotel events, restaurant promotions, limousine needs, and special VIP arrangements.
• Prepare guest compendiums in advance of arrivals and update the check-in system as necessary.
• Maintain communication with the Airport Concierge about guest arrivals and departures.
• Keep updated records in the repeat guest history system.
• Promote hotel-wide sales initiatives and in-house amenities.
• Arrange welcome cards and amenities for guest rooms prior to arrival.
• Respond to special guest requests promptly and efficiently.
• Address and resolve guest complaints, escalating when needed and ensuring follow-up actions.
• Review guest arrival lists to verify room assignments, amenities, and special requests are correctly arranged.
• Timely prepare requisitions for necessary guest amenities.
• Perform related duties and special projects as assigned.

Qualifications and Skills

• Bachelor's degree in Tourism, Languages, Hospitality Management, or a closely related discipline.
• 0 to 3 years of experience in guest relations, hospitality, or customer service environments.
• Competency in using Opera property management system or equivalent hotel management software.
• Exceptional written and verbal communication skills paired with strong interpersonal abilities.
• A passion for providing outstanding guest service.
• Effective organizational and time management skills with multitasking capability.
• Professional appearance and adherence to grooming standards.
• Willingness to work flexible hours including evenings and weekends.
• Problem-solving orientation aimed at customer-first solutions.

Additional Information

• Previous experience is considered beneficial.
• Fluency in English is mandatory; knowledge of additional languages is advantageous.

Diversity and Inclusion

The organization values a culture where diversity is embraced and all employees are respected and supported regardless of differences. Employment and development opportunities prioritize skills and qualities. Accommodations can be provided on request for applicants who have specific needs.

Company Culture

Accor is committed to fostering creativity, excellence, and inclusivity with a focus on sustainable luxury hospitality. The team environment encourages innovations that build a warm, emotionally intelligent service culture with worldwide engagement in sustainability initiatives.