Guest Service Agent📣 Job Ad

About the Role

Rotana Hotels is seeking a Guest Service Agent to join the team in Makkah. This full-time position is suitable for professionals with 0-1 years of experience in the Front Office Department. The role focuses on providing professional and customer-focused service to guests, ensuring a memorable stay.

Key Responsibilities

• Offer consistently professional, friendly, warm, and engaging service to guests.
• Provide a warm welcome and check in guests in accordance with established Standard Operating Procedures (SOPs).
• Check out departing guests according to established standards.
• Sell rooms to walk-in guests and manage proactive and day-to-day facilities issues.
• Manage cash inventory, cash cheques, and bills of exchange in foreign currencies for hotel guests, adhering to the credit policy.
• Cooperate with colleagues across all departments, particularly Housekeeping, Finance, and Reservation.
• Ensure the Guest Service Desk is consistently staffed, operationally prepared, and stocked to serve as a primary point of contact for guests.
• Maintain guest privacy by ensuring no details are disclosed.
• Demonstrate a complete understanding of the hotel’s policies, procedures, and service standards, along with full knowledge of hotel facilities and happenings.

Qualifications and Experience

• A degree in hospitality is preferred.
• Previous experience in a hotel Front Office Department is required.
• Excellent written and verbal English communication skills are essential.
• Knowledge of an additional language is an advantage.
• Strong interpersonal and problem-solving abilities are required.
• Computer literacy is necessary, and previous experience with Opera is an advantage.

Required Competencies

The ideal candidate will be customer-driven, proactive, and possess an outgoing, charismatic, and approachable character. The role requires the ability to work effectively under pressure in a fast-paced environment and to function as a strong team player within a multi-cultural team. Key competencies include:

• Understanding the Job
• Taking Responsibility
• Recognizing Differences
• Customer Focus
• Adaptability
• Teamwork