Guest Experience Agent

Company Description

Job Description

• We are seeking an enthusiastic and customer-focused Guest Experience Agent to join our team in Riyadh, Saudi Arabia.
• As a key member of our hospitality team, you will be responsible for ensuring exceptional guest experiences from pre-arrival to post-stay.
• This role requires a detail-oriented professional who can seamlessly coordinate various aspects of guest services while maintaining the highest standards of hospitality.
• Serve as the primary point of contact for guests, managing pre-arrival communications and personalizing interactions via email and phone
• Coordinate back-of-house butler and front office services to deliver a seamless guest experience
• Translate pre-arrival notes effectively into property management systems and communicate with relevant departments
• Manage guest requests and inquiries promptly and efficiently, ensuring high levels of customer satisfaction
• Collaborate with various departments including front office, housekeeping, food & beverage, and spa to meet guest needs
• Maintain accurate guest records and profiles in the property management system
• Anticipate guest needs and proactively offer assistance or suggestions to enhance their stay
• Handle guest complaints and issues with empathy and professionalism, working towards satisfactory resolutions
• Assist with check-in and check-out procedures as needed
• Stay informed about hotel amenities, local attractions, and events to provide knowledgeable recommendations to guests

Qualifications

• Previous experience in front office, concierge, and/or spa roles in a luxury hotel setting
• Bachelor's degree in Hospitality Management or related field preferred
• Fluency in English and Arabic; additional languages are a plus
• Excellent communication skills, both written and verbal
• Strong interpersonal skills with a deep understanding and acceptance of multi-cultural customs
• Exceptional organizational abilities and attention to detail
• Ability to maintain high performance under pressure and adapt to changing priorities
• Proactive and service-oriented mindset with a passion for exceeding guest expectations
• Proficiency in relevant software including PMS systems and MS Office Suite
• Knowledge of Opera, Alice (or similar itinerary building software), and HotSoS is preferred
• Flexibility to work various shifts, including weekends and holidays
• Demonstrated ability to work independently and as part of a team
• Strong problem-solving skills and the ability to make decisions with minimal supervision
• Commitment to maintaining confidentiality and upholding the highest standards of professionalism

Additional Information

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