Guest Experience Agent The EDITION📣 Job Ad

About the Role: Guest Experience Agent

Edition is seeking a Guest Experience Agent to join our team in Makkah. This full-time position involves providing exceptional service to guests, ensuring their needs are met promptly and professionally. This role is suitable for individuals with 0-1 years of experience in a customer-facing capacity.

Core Responsibilities

The Guest Experience Agent will be responsible for managing all guest interactions across various communication channels, including telephone, email, chat, and mobile devices. Key duties include:

• Answering, recording, and processing guest requests, questions, and concerns.
• Operating the telephone switchboard and connecting calls to the appropriate extensions.
• Receiving, recording, and relaying messages accurately.
• Logging all guest requests or issues into the system, contacting relevant departments, and following up to ensure resolution.
• Providing guests with information about room features, property amenities, and local attractions.
• Assisting guests with internet access and in-room entertainment.
• Potentially processing room service orders, answering menu-related questions, and recording transactions in the point-of-sale system.

Guest Interaction and Service Standards

Adhering to company policies and procedures is essential. This includes maintaining a clean and professional appearance and ensuring the confidentiality of proprietary information. The role requires welcoming and acknowledging all guests according to company standards, anticipating and addressing service needs, assisting individuals with disabilities, and expressing genuine appreciation. Effective communication, both verbal and written, is key, as is the ability to answer telephones using appropriate etiquette. Developing and maintaining positive working relationships with colleagues and supporting team goals are also important aspects of this role.

Qualifications and Requirements

This position is suitable for candidates with 0-1 years of experience. The role requires adherence to quality assurance expectations and standards. Physical requirements include the ability to read and visually verify information in various formats, and to stand, sit, or walk for extended periods or entire work shifts. Candidates must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Performing other reasonable job duties as requested by supervisors is also expected.

Work Location and Type

This is a full-time position based in Makkah, with potential interactions or responsibilities related to Jeddah. The work environment is within the hospitality sector, focusing on guest services.

Professional Conduct

Maintaining a professional demeanor at all times is critical. This includes speaking with others using clear and professional language, and answering telephones using appropriate etiquette. Building and supporting positive working relationships with team members to achieve common goals is a key aspect of the role. Compliance with quality assurance expectations and standards is mandatory.