Guest Experience Agent
Skills
About This Role
Overview
At FAENA The Red Sea, every arrival sets the tone for something extraordinary.
As a
Guest Experience Agent,
you are the first point of connection and the lasting impression bringing the brand to life through intuitive service, genuine warmth, and attention to detail.
Acting as a key liaison between guests and the resort, you ensure every interaction is seamless, personalized, and delivered with precision.
From check-in to departure, you anticipate needs, resolve requests with confidence, and create a sense of belonging that transforms each stay into a memorable experience.
Key Responsibilities
- Deliver exceptional front office service aligned with Forbes standards and luxury hospitality expectations
- Manage guest arrivals and departures efficiently, ensuring a smooth and welcoming experience
- Maintain full awareness of daily resort operations, including VIP arrivals, events, and occupancy
- Build strong guest relationships through recognition, personalization, and preference tracking
- Respond to guest inquiries, requests, and concerns promptly and professionally
- Act as a liaison between Front Office, Concierge, Butler, Housekeeping, and Engineering teams
- Support concierge services including reservations, guest information, and special requests
- Handle guest accounts, payments, and cashiering responsibilities with accuracy
- Maintain and update guest profiles using Opera and other systems
- Assist with luggage handling and airport transfers coordination when required
- Promote resort facilities, services, and experiences, identifying upselling opportunities
- Follow daily shift checklists and ensure accurate handovers between shifts
- Support operational coverage across Front Office and Butler services when required
- Ensure compliance with health, safety, and security procedures at all times
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