Guest Relations Manager – Luxury Hotel

About the role

Accor’s Sofitel Shahd Al Madinah is looking for a Guest Relations Manager to oversee all aspects of guest relations, delivering exceptional service for every guest, with a special focus on VIPs, in a 5‑star setting close to Al Masjid Al Nabawi.

Key responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.
• Meet and greet VIP guests personally and coordinate special requests with Concierge, Butler, and Airport Concierge.
• Prepare guest compendiums, manage repeat‑guest history systems, and update arrival lists.
• Send welcome cards and amenities to rooms prior to guest arrival and handle special amenity requisitions.
• Promote inter‑hotel sales and in‑house facilities, and liaise on hotel events, restaurant promotions, and limousine services.
• Handle guest complaints, refer them as necessary, and follow up on corrective actions.
• Review room allocations, amenities, and special requests for all arrivals, especially VIPs.

Required profile

• Ability to oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
• Strong focus on personal recognition, prompt service, and attention to detail from arrival through departure.
• Capability to coordinate closely with Concierge, Butler, Airport Concierge, and other hotel departments.

Required skills

What we offer

• Exclusive sector‑specific benefits and strong recognition for daily commitment.
• A caring, supportive environment that encourages personal and professional growth.
• Opportunities to explore career paths within the hotel or across Accor’s global network.