Guest Experience Agent Saudi Nationals Only

About Fairmont Hotels & Resorts

Fairmont Ramla Riyadh, part of Fairmont Hotels & Resorts, is a luxury hospitality destination located in Riyadh, Saudi Arabia. The property offers premium serviced residences, diverse dining experiences, and guest services. Fairmont Hotels & Resorts is committed to delivering high standards in hospitality and culinary arts.

The Role of Guest Experience Agent

Fairmont Hotels & Resorts is seeking a Guest Experience Agent to join its team in Riyadh. This full-time role is open to Saudi Nationals only and requires 5-10 years of experience. The Guest Experience Agent is responsible for ensuring a smooth and efficient guest journey from arrival to departure, managing guest accounts, and providing personalized service.

Key Responsibilities

• Assist guests with check-in and check-out procedures.
• Handle cashiering duties and manage guest accounts accurately.
• Review arrival lists and prepare compendiums, entering necessary information into the system.
• Welcome guests, register them, and issue room keys according to departmental standards.
• Ensure members receive all benefits and recognize repeat guests and VIPs with special services, including welcome cards and in-room amenities.
• Liaise with other departments to fulfill guest requests and needs.
• Update and maintain the repeat guest history system for personalized service.
• Promote inter-hotel sales and in-house facilities to maximize revenue.
• Handle guest complaints and comments tactfully, ensuring efficient resolution.
• Manage guests’ mails, messages, and phone calls professionally.
• Maintain guest privacy and confidentiality, ensuring no details are disclosed without authorization.
• Address in-house credit matters and discrepancies promptly.
• Alert Security or the Duty Manager of any suspicious persons or articles.

Additional Duties and Requirements

• Maintain comprehensive knowledge of all food and beverage services, hotel features, and amenities.
• Be fully conversant with hotel fire and life safety/emergency procedures.
• Attend all briefings, meetings, and training sessions as assigned by management.
• Report for duty on time, wearing a clean and complete uniform while maintaining high personal appearance and hygiene standards.
• Perform any other reasonable duties as assigned by hotel management.

Compensation and Work Environment

This full-time position offers a competitive salary and commission structure based on performance. The role may require flexibility for evening and weekend work, depending on client needs and industry events. The team at Fairmont Ramla Riyadh is dedicated to delivering unforgettable experiences through high standards in hospitality. Fairmont Hotels & Resorts is an inclusive company committed to attracting, hiring, and developing diverse talent.