guest relation

Position Overview

We are seeking a dedicated and passionate Guest Relations professional to join the esteemed team at Sofitel Shahd Al Madinah, a premier 5-star luxury hotel located in close proximity to Al Masjid Al Nabawi. In this pivotal role, you will play a central part in curating unforgettable experiences for our distinguished guests, ensuring their stay is marked by exceptional service, warmth, and attention to detail. As a member of the Accor Group—a global leader in responsible hospitality—you will contribute to a dynamic environment where innovation, tradition, and luxury converge to create meaningful moments for guests, colleagues, and the community.

Key Responsibilities

The Guest Relations role is designed to elevate the guest experience through proactive engagement, personalized service, and seamless coordination across departments. Your primary responsibilities will include:

• Guest Satisfaction & Recognition: Ensure every guest feels valued from the moment of arrival until departure by providing prompt, courteous, and attentive service. Recognize repeat guests and VIPs with personalized attention, ensuring they receive exclusive benefits and amenities tailored to their preferences.
• VIP & Special Guest Management: Personally meet and greet VIP guests, anticipating their needs and ensuring all requests are fulfilled with precision. Collaborate closely with the Concierge and Butler teams to coordinate special arrangements, including hotel events, restaurant promotions, limousine services, and other bespoke requests.
• Pre-Arrival Preparation: Proactively prepare for guest arrivals by compiling compendiums, verifying room allocations, and ensuring all amenities and special requests are ready upon check-in. Maintain an up-to-date system for tracking repeat guest history to personalize future stays.
• Airport & Departure Coordination: Maintain strong communication with the Airport Concierge to facilitate smooth arrivals and departures, ensuring guests transition seamlessly between the hotel and transportation services.
• Complaint Resolution & Follow-Up: Address guest concerns with empathy and professionalism, escalating issues when necessary and ensuring corrective actions are implemented to restore guest satisfaction. Follow up diligently to confirm resolutions meet expectations.
• Collaboration & Sales Support: Work collaboratively with all departments to promote inter-hotel sales, in-house facilities, and exclusive offers. Send personalized welcome cards and amenities to guests prior to arrival, fostering a sense of anticipation and warmth.
• Administrative Excellence: Review arrival lists to verify room allocations, amenities, and special requests. Prepare and submit requisitions for amenities in a timely manner, ensuring operational readiness and adherence to hotel standards.
• Special Projects & Continuous Improvement: Participate in ad-hoc projects and initiatives aimed at enhancing guest experiences and operational efficiency. Contribute to the evolution of service standards by sharing insights and best practices with the team.

Ideal Candidate Profile

We are looking for a Guest Relations professional who embodies the spirit of hospitality with a genuine passion for creating lasting impressions. The ideal candidate will possess exceptional interpersonal skills, a keen eye for detail, and the ability to anticipate guest needs before they arise. Fluency in English and Arabic is preferred, along with prior experience in luxury hospitality or guest-facing roles. A commitment to Accor’s values of responsibility, innovation, and excellence is essential, as is the desire to grow within a supportive and dynamic team.

Why Join Us?

As a Heartist at Accor, you will be part of a global family of 45 brands, 5,600 hotels, and 10,000 restaurants across 110 countries. You will enjoy a rewarding career with opportunities for growth, both within your hotel and across the Accor network. Our comprehensive benefits package includes industry-specific perks, recognition for your contributions, and the chance to make a meaningful impact on the lives of our guests and colleagues. Together, we create experiences that resonate, inspire, and endure.