Guest Experience Agent

About the Role

Fairmont Hotels & Resorts is seeking a Guest Experience Agent for Fairmont Ramla Riyadh, a luxury hospitality destination in Riyadh, Saudi Arabia. This full-time role involves delivering premium guest services and ensuring a smooth, efficient experience for all visitors. The Guest Experience Agent will be integral to upholding the high standards of hospitality and service that define the Fairmont brand.

Key Responsibilities

• Assist guests with check-in and check-out procedures, ensuring efficiency.
• Handle cashiering duties and manage guest accounts accurately.
• Review arrival lists, prepare compendiums, and enter necessary information into the system prior to guest arrival.
• Welcome and register guests, issuing 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 effectively.
• Update and maintain the repeat guest history system to enhance personalized service.
• Promote inter-hotel sales and in-house facilities to maximize revenue.
• Handle guest complaints and comments tactfully, ensuring efficient resolution.
• Manage guests’ mail, messages, and phone calls professionally.
• Maintain the privacy and confidentiality of all guests, ensuring no details are disclosed without authorization.
• Address in-house credit matters and discrepancies promptly.
• Alert Security or the Duty Manager to any suspicious persons or articles.

Additional Duties

• 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.

Qualifications and Experience

• 5-10 years of experience in a relevant field.
• Ability to work under pressure and meet targets in a competitive environment.
• Proficiency in CRM systems (*, Opera, Salesforce, Delphi) for tracking client interactions and bookings.
• Strong understanding of market conditions, competitor offerings, and industry best practices.

Work Environment and Compensation

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role may require flexibility for evening and weekend work, depending on client needs and industry events. Travel may be required to meet with clients or attend industry events. Fairmont Hotels & Resorts is committed to diversity and inclusion, aiming to attract, hire, and develop diverse talent. Compensation includes a competitive salary and commission structure based on performance.