Guest Relations Agent (Chinese Speaker) - Raffles The Red Sea

About the role

Raffles The Red Sea, part of the Red Sea Project in Saudi Arabia, is looking for a full-time Guest Relations Agent fluent in Chinese. The role welcomes and personalizes the experience of guests at a luxury resort with 361 rooms, 11 dining concepts and a spa, acting as the main point of contact for in-house guests.

Key responsibilities

• Welcome guests warmly, recognize returning guests, VIPs and special occasions, and proactively identify preferences and emotional cues to personalize service
• Maintain detailed guest profiles with preferences, feedback and notable interactions
• Handle guest feedback, requests and concerns empathetically and professionally, follow up on service recovery and coordinate bespoke amenities with Concierge, Butler Service and F&B teams
• Coordinate arrival, in-house and departure arrangements for VIPs, long-stay and special-needs guests, and act as liaison with hotel management
• Work closely with Front Desk, Concierge, Housekeeping, Engineering and Food & Beverage, and take part in daily briefings
• Uphold Raffles grooming, etiquette and brand standards, and represent its values and service culture
• Keep guest information confidential, follow hotel policies and safety procedures, and take part in service culture training and brand programs

Required profile

• Fluency in English and Chinese is required; additional languages are a strong advantage
• Minimum 2-3 years of experience in Guest Relations, Front Office or Guest Experience in a luxury or five-star hotel
• Degree or diploma in Hospitality Management or a related field preferred
• Experience in pre-opening is a must
• Naturally warm, gracious and guest-focused, with polished appearance and calm composure under pressure
• Able to work shifts, including weekends and holidays

Required skills

• Property management systems (Opera or equivalent) is an advantage
• Proficiency in Microsoft Office and hotel systems
• Strong interpersonal, communication, problem-solving and service recovery skills