Guest Experience Agent📣 Job Ad

About the Role

Accor is seeking a Guest Experience Agent for its Fairmont Ramla Riyadh property. This full-time position involves ensuring exceptional guest satisfaction through attentive service and efficient handling of guest needs. The role is based in Riyadh and requires a commitment to maintaining high standards of hospitality.

Key Responsibilities

• Manage guest inquiries, complaints, and comments with tact and efficiency.
• Professionally handle guest communications, including mail, messages, and phone calls.
• Maintain guest privacy and confidentiality at all times.
• Report any suspicious persons or articles to Security or the Duty Manager.
• Assist guests with check-in and check-out procedures, ensuring a smooth process.
• Perform cashiering duties and manage guest accounts accurately.
• Prepare for guest arrivals by reviewing lists and updating the system.
• Welcome guests, register them, and issue room keys according to departmental standards.
• Ensure members receive all benefits and recognize repeat and VIP guests with personalized services.
• Liaise with other departments to fulfill guest requests effectively.
• Update and maintain guest history records for personalized service.
• Promote inter-hotel sales and in-house facilities to maximize revenue.
• Maintain comprehensive knowledge of all food and beverage services, hotel features, and amenities.
• Be familiar with hotel fire and life safety/emergency procedures.
• Attend all assigned briefings, meetings, and training sessions.
• Report for duty on time, in clean uniform, and maintain high personal appearance and hygiene standards.
• Perform any other reasonable duties assigned by hotel management.

Qualifications and Experience

• Saudi National.
• Diploma or Bachelor's degree in Hospitality or a related field.
• Previous Front Office or Guest Services experience is preferred.
• Experience: 5-10 years of experience in a relevant role.

Required Skills

• Good communication skills in Arabic and English.
• Proficiency in Microsoft Office and Opera PMS (preferred).
• Strong customer service and interpersonal skills.
• Ability to work flexible shifts, including weekends and public holidays.

Work Environment

This is a full-time position based in Riyadh. The role operates within a luxury hospitality setting, requiring adherence to professional standards and a commitment to guest satisfaction. The work environment may involve flexible shifts to accommodate guest needs and operational demands.

Compensation and Benefits

The position offers a competitive salary and commission structure based on performance. A benefits package may include healthcare, retirement plans, travel discounts, and other applicable perks.