Agent At Your Service (Shomoos)📣 Job Ad

About the Role

W Hotels is seeking an Agent At Your Service (Shomoos) to join our team in Riyadh. This full-time position is crucial for delivering exceptional guest experiences by managing all guest inquiries, requests, and concerns across various communication channels. The Agent serves as a primary point of contact, providing professional and timely support to guests.

Core Guest Service Responsibilities

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Provide guests with comprehensive information about room features, property amenities, and local areas of interest.
• Assist guests with accessing internet services and in-room entertainment systems.
• Log all guest requests or issues into the computer system, contact appropriate individuals or departments (*, Bellperson, Housekeeping), and follow up to ensure satisfaction.

Operational Duties

• Operate the telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension.
• Receive, record, and relay messages accurately to guests and staff.
• Process room service orders, answer questions on menu selection, and record transactions in the point-of-sale system.

Professional Conduct and Teamwork

• Welcome and acknowledge all guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Communicate with others using clear and professional language, and answer telephones using appropriate etiquette.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information and protect company assets.
• Develop and maintain positive working relationships with colleagues, supporting the team to reach common goals.
• Comply with quality assurance expectations and standards in all aspects of the role.

Qualifications and Experience

• Education: High school diploma or *** equivalent.
• Work Experience: No prior related work experience is required (0-1 year experience).
• Supervisory Experience: No supervisory experience is necessary for this role.
• Licenses or Certifications: None required.

Work Environment and Physical Requirements

• Ability to read and visually verify information in a variety of formats.
• Capability to stand, sit, or walk for extended periods or an entire work shift.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by supervisors.