Guest Experience Agent - Telephones

Overview

Guest Experience Agent (Telephones),

Key Responsibilities

• Act as the primary communication link for all internal and external resort calls, ensuring prompt, professional, and polished service at all times
• Answer calls within Forbes luxury service standards using refined and personalized communication etiquette
• Handle all guest interactions with warmth, discretion, professionalism, and attention to detail
• Maintain complete confidentiality of guest information, room numbers, VIP details, and sensitive communications
• Accurately process and transfer calls while minimizing delays and ensuring seamless communication flow
• Record and communicate guest requests, complaints, defects, and follow-up actions clearly and efficiently
• Coordinate closely with Front Office, Butler, Concierge, Housekeeping, Engineering, and other operational departments to ensure seamless guest experience delivery
• Manage wake-up calls, emergency calls, and priority guest requests with urgency and strict adherence to procedures
• Maintain full awareness of daily resort operations including VIP arrivals, group movements, events, and operational updates
• Promote resort facilities, services, dining venues, and experiences confidently when responding to guest inquiries
• Support reservation and guest service functions when required, including handling in-house inquiries and operational coordination
• Ensure all communication reflects Forbes 5-star standards and the elevated luxury positioning of FAENA The Red Sea
• Maintain accurate communication logs and operational records within resort systems
• Assist with guest profile updates and preferences within operational platforms including Opera and related systems
• Identify opportunities to enhance the guest experience and support revenue generation through personalized recommendations and upselling
• Handle guest concerns professionally, ensuring timely resolution, follow-up, and escalation where required
• Support onboarding and operational training for new team members when required
• Maintain exceptional grooming, professionalism, and presentation standards in line with the FAENA brand
• Ensure compliance with all health, safety, fire, emergency, and security procedures
• Report suspicious activity, fraud attempts, incidents, or operational concerns immediately to leadership
• Participate actively in departmental meetings, training sessions, Forbes preparation activities, and quality assurance initiatives
• Carry out any additional duties required to support operational excellence and unforgettable guest experiences