Guest Experience Agent The EDITION

About EDITION

EDITION Hotels combine the vision of boutique hotelier Ian Schrager with the service delivery of a luxury hotel and the global reach of Marriott International. The brand aims to provide a distinct hospitality experience, balancing sophistication with individuality, and perfectionism with charisma. EDITION targets consumers who value quality, originality, design, and service excellence.

Role Overview

EDITION is seeking a Guest Experience Agent for The Jeddah EDITION. This full-time role, based in Jeddah, requires 0-1 years of experience and focuses on providing comprehensive support to guests through various communication channels. The agent will manage guest requests, provide information, and ensure service resolution to maintain guest satisfaction.

Key Responsibilities

• Answer, record, and process guest requests, questions, or concerns via telephone, email, chat, and mobile devices.
• Operate the telephone switchboard, process wake-up call requests, and direct calls to appropriate extensions.
• Receive, record, and relay messages accurately.
• Log all guest requests or issues into the computer system, contact relevant departments (*, Bellperson, Housekeeping), and follow up to ensure resolution.
• Provide information to guests regarding room features, property amenities, and local areas of interest.
• Process room service orders, answer menu questions, and record transactions in the point-of-sale system.
• Assist guests with internet access and in-room entertainment systems.
• Adhere to all company policies and procedures, maintain a professional appearance, and ensure confidentiality of proprietary information.
• Welcome and acknowledge guests according to company standards, anticipate service needs, assist individuals with disabilities, and express genuine appreciation.
• Communicate professionally, answer telephones using appropriate etiquette, and maintain positive working relationships with colleagues.

Qualifications and Requirements

• Education: High school diploma or *** equivalent.
• Experience: No related work experience is required.
• Supervisory Experience: No supervisory experience is required.
• License or Certification: None.

Work Environment and Expectations

The role requires compliance with quality assurance expectations and standards. The ability to read and visually verify information in various formats is essential. Candidates should be able to stand, sit, or walk for extended periods or an entire work shift, and move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance. The Guest Experience Agent will perform other reasonable job duties as requested by Supervisors.

Commitment to Diversity

Marriott International is an equal opportunity employer committed to welcoming all individuals and providing access to opportunity. The company fosters an environment where the unique backgrounds of associates are valued and celebrated, recognizing that diversity in culture, talent, and experiences is a significant strength. Marriott International is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.