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This is a full-time on-site role for a Guest Services Coordinator, located in Al Khobar. The Guest Services Coordinator will be responsible for managing guest inquiries, handling phone communications, performing receptionist duties, and delivering excellent customer service. The role involves daily interaction with guests to ensure high-quality experience and efficient handling of any issues or requests.

Specific Job Responsibilities

• Greeting and Welcoming Guests: Providing a warm and professional welcome to guests upon arrival.
• Serve as the primary point of contact for catering guests and clients, ensuring clear communication and a positive experience throughout all phases of the event.
• Respond promptly to catering inquiries via phone, email, or in person; provide detailed information on menus, pricing, availability, and services.
• Assist with planning and coordinating catering events including menu selection, timelines.
• Collaborate with culinary and event teams to ensure timely preparation and delivery of food and services.
• Maintain accurate and up-to-date records of client preferences, orders, and special requirements.
• Manage catering software systems for scheduling, invoicing, and order tracking. And Collaborate with Accounting & Kitchen to review the invoices up to date.
• Follow up with client's post-event to gather feedback and ensure satisfaction.
• Responding to Inquiries: Promptly answering guest questions and requests, whether in person, via phone, or email.
• Resolving Issues and Complaints: Efficiently addressing guest complaints and resolving problems.
• Coordination with Other Departments: Working with other departments (e.g., housekeeping, dining, event planning) to fulfill guest needs and requests.
• Providing Information: Giving guests information about services, amenities, and local attractions.
• Maintaining Records: Keeping accurate records of guest interactions and requests.
• Monitoring Guest Satisfaction: Gathering feedback and monitoring guest satisfaction levels.
• Handling Special Requests: Managing special requests and arrangements for guests.
• Supporting New Staff: Contributing to the training of new guest service staff.
• Communicating Effectively: Communicating clearly and effectively with team members, guests, and management.

Qualifications and Skills:

• Bachelor's degree in hospitality management, Business Administration, or a related field (preferred).
• 2 + years of experience in catering or hospitality management.
• Strong interpersonal and communication skills; excellent phone and email etiquette.
• Excellent organizational and multitasking abilities.
• Detail-oriented with the ability to multitask and work under pressure in a fast-paced environment.
• Exceptional customer service and communication skills.
• Proficiency in inventory management and budgeting.
• Familiarity with food safety regulations and health codes.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Flexible schedule, including availability on weekends, evenings, and holidays as needed.

Entry level

Full-time

Management and Manufacturing

Hospitality

Join to apply for the Guest Services Manager role at Rosewood Amaala

Join to apply for the Guest Services Manager role at Rosewood Amaala

Rosewood Red Sea, part of the ultra-luxury Red Sea Global destination, is seeking an experienced and service-driven Guest Services Manager to join our pre-opening leadership team. This role will oversee the Guest Services team including Concierge, Guest Relations, Bell/Valet, and Transportation to ensure personalized, seamless, and intuitive luxury experiences for all guests. The successful candidate will bring exceptional leadership skills, operational expertise, and a passion for creating memorable guest journeys that embody Rosewood’s A Sense of Place philosophy.

Position Overview

Rosewood Red Sea, part of the ultra-luxury Red Sea Global destination, is seeking an experienced and service-driven Guest Services Manager to join our pre-opening leadership team. This role will oversee the Guest Services team including Concierge, Guest Relations, Bell/Valet, and Transportation to ensure personalized, seamless, and intuitive luxury experiences for all guests. The successful candidate will bring exceptional leadership skills, operational expertise, and a passion for creating memorable guest journeys that embody Rosewood’s A Sense of Place philosophy.

• Lead and manage all aspects of Guest Services including Concierge, Guest Relations, Bell/Valet, and Transportation.

• Oversee guest arrival and departure experiences, ensuring efficiency, personalization, and luxury service standards.

• Train, motivate, and develop Guest Services colleagues to deliver intuitive and anticipatory service.

• Implement and maintain service standards, SOPs, and guest recognition programs.

• Coordinate with other departments (Front Office, Housekeeping, F&B, Security) to ensure seamless guest experiences.

• Handle VIP guests, special requests, and ensure service recovery when required.

• Monitor guest feedback channels, resolve issues promptly, and ensure continuous improvement.

• Assist in pre-opening activities including recruitment, training, and implementation of service programs and systems.

• Drive sustainability and cultural initiatives within guest services to reflect the destination and Rosewood’s brand values.

• Minimum 7–10 years of progressive Rooms Division / Front Office experience, with at least 3 years in a leadership role at a luxury hotel or resort.

• Pre-opening experience in ultra-luxury or lifestyle brands strongly preferred.

• Proven expertise in guest services, concierge, and VIP guest handling.

• Exceptional leadership, interpersonal, and communication skills with the ability to inspire and manage multicultural teams.

• Strong problem-solving skills and the ability to handle guest concerns with tact and diplomacy.

• Solid knowledge of global luxury hospitality trends and guest expectations.

• Fluency in English is required; Arabic or other additional languages are an advantage.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Other
• Industries Hospitality

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Job Purpose:

The Guest Services Associate serves as the primary point of contact for guests within the offering. This role is essential in ensuring that all guests have a positive and welcoming experience. The Guest Services Associate handles inquiries, assists with guest needs, and provides exceptional guest service to ensure that all visitors feel valued and supported throughout their experience.

Functional Accountabilities:

Key Accountability Areas:

Guest Interaction and Assistance

• Greet guests warmly as they arrive, providing a friendly and welcoming atmosphere.
• Handle guest inquiries, including providing information about the facility, operating hours, and available services.
• Assist guests with their needs, such as lane reservations, equipment rentals, and special requests, ensuring a smooth and enjoyable experience.

Guest Service

• Resolve guest complaints or concerns in a professional and courteous manner, escalating issues to the Shift Supervisor when necessary.
• Provide proactive support by anticipating guest needs and offering assistance before being asked.
• Promote additional services and amenities offered at the facility to enhance the guest experience.

Operational Support

• Assist with the daily operations of the front desk, including managing check-ins and check-outs, processing payments, and maintaining an organized work environment.
• Collaborate with the operations team to ensure that all guest areas are clean, safe, and well-maintained.
• Monitor guest feedback and report any recurring issues or suggestions to the Shift Supervisor to improve service quality.

Communication and Coordination

• Maintain clear and effective communication with other team members to ensure a seamless guest experience.
• Coordinate with the maintenance and cleaning teams to address any issues that may impact guest satisfaction.
• Participate in team meetings and training sessions to stay informed about new services, policies, and procedures.

Guest Experience

• Provide a warm and welcoming environment for all guests, ensuring their needs are met from arrival to departure.
• Handle guest inquiries and requests efficiently, offering proactive support to enhance their overall experience.
• Resolve guest concerns in a professional and courteous manner, ensuring a positive and enjoyable visit.

Service Level Standards

• Adheres to SLS

KNOWLEDGE & EXPERIENCE:

Minimum Qualifications

• High school diploma or equivalent. Additional training in guest service or hospitality is preferred.

Professional Certifications

• Certification in Customer Service or Hospitality is a plus.

Required Experience

• 1-2 years of experience in a guest service or guest-facing role, preferably in the hospitality or entertainment industry.
• Strong interpersonal and communication skills, with the ability to handle guest inquiries and complaints effectively.
• A positive attitude and a commitment to providing exceptional guest service.

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

AMAALA is situated along Saudi Arabia's northwest coast and is home to some of the most diverse natural environments. Marking a new chapter for comprehensive wellness tourism, Four Seasons Resort and Residences AMAALA at Triple Bay will feature 220 keys comprising of rooms and suites, as well as villas with their own private pools, and 26 branded residential villas, all thoughtfully designed to offer breathtaking bay and sea views. The resort will include a luxury spa nestled within its garden of tranquility and inspiration featuring a sculptured waterfall. The Organic Spa Garden will be a focal point and treatment experience set to stimulate the senses, offering extensive therapeutic remedies including halotherapy, cryotherapy, and advanced skin therapies. For fitness enthusiasts, the property will offer a bespoke collaboration with fitness trainer Harley Pasternak to seamlessly merge high-performance training with the limitless potential of Triple Bay's 300 hectares (741 acres) of untouched hills, wadis, and beaches. The pristine terrain includes trails perfect for canyoning and exploring the rugged cliffs and valleys. Guests and residents can also take part in an array of guided hikes, mountain biking, and equestrian bridle trails, or work on their game at the spectacular 27-hole oceanfront golf course.

About the Role

Join our pre-opening team as Guest Services Supervisor at Four Seasons Resort and Residences AMAALA at Triple Bay. Reporting to the Assistant Front Office Manager, you will lead the Guest Services team in delivering seamless and memorable arrivals, departures, and in-resort experiences for every guest.

What You Will Do

• Support pre-opening activities including systems setup, SOP development, vendor onboarding, and team training for valet, bell, and transport services.
• Supervise day-to-day Guest Services operations, ensuring personalized service at arrival, departure, and throughout the guest journey.
• Lead and motivate Bell Attendants, Valet Drivers, and Doormen, ensuring professional guest interaction and service excellence.
• Coordinate transportation services, baggage handling, and guest deliveries efficiently.
• Handle VIP arrivals and special guest requests, ensuring their experience is smooth and memorable.
• Address and resolve guest concerns promptly, supporting service recovery when necessary.
• Monitor lobby operations and collaborate with Concierge, Front Office, and Housekeeping teams to meet guest expectations.
• Maintain accurate reporting on daily activities and support the implementation of new guest service initiatives.

What You Bring

• Previous supervisory experience in guest services, valet, or front office roles within luxury hospitality.
• Pre-opening experience preferred.
• Strong leadership, communication, and organizational skills.
• Commitment to exceptional guest service and attention to detail.
• Saudi Driver license, ability to drive.
• Suitable candidates must be eligible to work in Saudi Arabia. Fluency and English is essential.

What We Offer

• Competitive salary in a tax-free environment.
• Housing and transportation.
• 30 days of vacation plus public holidays.
• Paid home leave tickets.
• Complimentary meals and uniform cleaning.
• Medical and life insurance.
• Employee Assistance Program and worldwide complimentary room nights.
• Opportunities for growth and development.

Schedule & Hours

Full-time role.

This is a full-time on-site role for a Guest Services Coordinator, located in Al Khobar. The Guest Services Coordinator will be responsible for managing guest inquiries, handling phone communications, performing receptionist duties, and delivering excellent customer service. The role involves daily interaction with guests to ensure high-quality experience and efficient handling of any issues or requests.

Specific Job Responsibilities

• Greeting and Welcoming Guests:
   Providing a warm and professional welcome to guests upon arrival.
• Serve as the primary point of contact for catering guests and clients, ensuring clear communication and a positive experience throughout all phases of the event.
• Respond promptly to catering inquiries via phone, email, or in person; provide detailed information on menus, pricing, availability, and services.
• Assist with planning and coordinating catering events including menu selection, timelines.
• Collaborate with culinary and event teams to ensure timely preparation and delivery of food and services.
• Maintain accurate and up-to-date records of client preferences, orders, and special requirements.
• Manage catering software systems for scheduling, invoicing, and order tracking. And Collaborate with Accounting & Kitchen to review the invoices up to date.
• Follow up with client's post-event to gather feedback and ensure satisfaction.
• Responding to Inquiries:
   Promptly answering guest questions and requests, whether in person, via phone, or email.
• Resolving Issues and Complaints:
   Efficiently addressing guest complaints and resolving problems.
• Coordination with Other Departments:
   Working with other departments (e.g., housekeeping, dining, event planning) to fulfill guest needs and requests.
• Providing Information:
   Giving guests information about services, amenities, and local attractions.
• Maintaining Records:
   Keeping accurate records of guest interactions and requests.
• Monitoring Guest Satisfaction:
   Gathering feedback and monitoring guest satisfaction levels.
• Handling Special Requests:
   Managing special requests and arrangements for guests.
• Supporting New Staff:
   Contributing to the training of new guest service staff.
• Communicating Effectively:
   Communicating clearly and effectively with team members, guests, and management.

Qualifications and Skills:

• Bachelor's degree in hospitality management, Business Administration, or a related field (preferred).
• 2 + years of experience in catering or hospitality management.
• Strong interpersonal and communication skills; excellent phone and email etiquette.
• Excellent organizational and multitasking abilities.
• Detail-oriented with the ability to multitask and work under pressure in a fast-paced environment.
• Exceptional customer service and communication skills.
• Proficiency in inventory management and budgeting.
• Familiarity with food safety regulations and health codes.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Flexible schedule, including availability on weekends, evenings, and holidays as needed.

Additional Information
Job Number

Job Category
Rooms & Guest Services Operations

Location
Marriott Executive Apartments Al Khobar, Building No 7791 Prince Hammoud Bin Abdul Aziz Street., Al Khobar, Saudi Arabia, Saudi Arabia,VIEW ON MAP

Schedule
Full Time

Located Remotely?
N

Position Type
Management

Job Summary
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE
Education And Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES
Leading Guest Services Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Celebrates successes and publicly recognizes the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Maintaining Guest Services and Front Desk Goals

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Strives to improve service performance.
• Provides immediate assistance to guests as requested.
• Ensures employees understand customer service expectations and parameters.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Manages payroll administration.

Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participates in employee progressive discipline procedures.
• Uses all available on the job training tools for employees.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Supervises on-going training initiatives and conducts training when appropriate.
• Participates in the employee performance appraisal process, providing feedback as needed.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains high visibility in public areas during peak times.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Performs Front Desk duties in high demand times.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The world is a big place and Marriott Executive Apartments offers temporary housing that feels like home in the biggest and best cities for business travel across Europe, Asia, Latin America, Africa and the Middle East. Join the Marriott Executive Apartments team and help our guests adapt to a new locale and feel comfortable and cared for while living away from home. In joining Marriott Executive Apartments, you join a portfolio of brands with Marriott International.
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About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

AMAALA is situated along Saudi Arabia's northwest coast and is home to some of the most diverse natural environments. Marking a new chapter for comprehensive wellness tourism, Four Seasons Resort and Residences AMAALA at Triple Bay will feature 220 keys comprising of rooms and suites, as well as villas with their own private pools, and 26 branded residential villas, all thoughtfully designed to offer breathtaking bay and sea views. The resort will include a luxury spa nestled within its garden of tranquility and inspiration featuring a sculptured waterfall. The Organic Spa Garden will be a focal point and treatment experience set to stimulate the senses, offering extensive therapeutic remedies including halotherapy, cryotherapy, and advanced skin therapies. For fitness enthusiasts, the property will offer a bespoke collaboration with fitness trainer Harley Pasternak to seamlessly merge high-performance training with the limitless potential of Triple Bay's 300 hectares (741 acres) of untouched hills, wadis, and beaches. The pristine terrain includes trails perfect for canyoning and exploring the rugged cliffs and valleys. Guests and residents can also take part in an array of guided hikes, mountain biking, and equestrian bridle trails, or work on their game at the spectacular 27-hole oceanfront golf course.

About the Role

We are looking for a welcoming and service-oriented Guest Services Manager to join the opening team at Four Seasons Resort and Residences AMAALA at Triple Bay . Reporting to the Assistant Director of Rooms , you will lead the Guest Services operations—including Bell Services, Valet, and Lobby Ambassadors—ensuring a smooth arrival and departure experience while delivering the legendary Four Seasons service at every step of the guest journey.

What You Will Do

• Oversee daily Guest Services operations, including luggage handling, valet parking, arrivals, departures, and lobby presence.
• Lead, schedule, and develop the Guest Services team, ensuring high levels of performance, grooming, and guest interaction.
• Personally welcome VIP guests and provide assistance with transportation, activities, and other personalized needs.
• Coordinate closely with Front Office, Concierge, and housekeeping teams to ensure smooth communication and service delivery.
• Ensure guest preferences and Core profiles are maintained and used to elevate the experience.
• Handle guest requests and concerns promptly, efficiently, and with genuine care.
• Manage inventory and maintenance of trolleys, vehicles, radios, and guest assistance tools.
• Support pre-opening training, team hiring, and operational readiness.

What You Bring

• A minimum of 3–5 years of experience in guest services or front office , with 2 years in a supervisory or managerial role , preferably in a luxury resort or hotel.
• Excellent communication and leadership skills with a hands-on, guest-first approach.
• Strong organizational and problem-solving abilities.
• Proficiency in using PMS systems like Opera and familiarity with Core guest profile systems is preferred.
• Fluency in English is required

What We Offer

• Competitive salary in a tax-free environment.
• Housing and transportation.
• 30 days of vacation plus public holidays.
• Paid tickets.
• Complimentary meals and uniform cleaning.
• Medical and life insurance.
• Employee Assistance Program and worldwide complimentary room nights.
• Opportunities for growth and development.
• Additional family benefits.

Schedule & Hours

This is a full-time role

Localization

Supporting the Saudi nationalization scheme , we are looking forward to connecting with Saudi nationals who are passionate about luxury hospitality and creating warm first impressions .

Overview

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Team Leader - Guest Services you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience whereby your role will include key responsibilities such as-

• Extend personal service and attention to all guests, with particular emphasis on Club Rotana and VIP Guests
• Prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs and long-stay guests
• Maintain an up to date knowledge of the hotel and local services, supply information and respond to guest queries and promote inter-hotel sales and in-house facilities
• Maintain and update guest history profiles through the Opera guest profile system
• Review and prepare next day’s arrival reports for VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated
• Block rooms ensuring allocation, according to guest expectations, utilizing guest history and communicates with all related departments to create awareness of any special requirements
• Give courtesy calls and complete the daily call log as per established guidelines

• Education, Qualifications & Experiences
• You should ideally have a degree in the hospitality field with previous experiences in the Front Office Department within a hotel.
• You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively.
• Computer literate and knowledge of Opera will be highly regarded.

• The ideal candidate will be well versed in Guest Relations and Executive Club operations with excellent presentation and communication skills as well as a high aptitude for customer care.
• You are an extremely proactive and ‘switched on’ person with an outgoing, charismatic and approachable character.
• You should work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies-

• Understanding Hotel Operations
• Effective Communication
• Planning for Business
• Supervising People
• Understanding Differences
• Supervising Operations
• Teamwork
• Adaptability
• Customer Focus
• Drive for Results

Overview

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests. As a Team Leader - Guest Services you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience.

• Extend personal service and attention to all guests, with particular emphasis on Club Rotana and VIP Guests


• Prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs and long-stay guests


• Maintain an up to date knowledge of the hotel and local services, supply information and respond to guest queries and promote inter-hotel sales and in-house facilities


• Maintain and update guest history profiles through the Opera guest profile system


• Review and prepare next day’s arrival reports for VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated


• Block rooms ensuring allocation, according to guest expectations, utilizing guest history and communicates with all related departments to create awareness of any special requirements


• Give courtesy calls and complete the daily call log as per established guidelines