Guest Experience Agent

About Red Sea Global Hospitality

Red Sea Global Hospitality is focused on responsible development and regenerative tourism. The company is dedicated to creating memorable and personalized experiences for guests, upholding a values-led culture for both guests and colleagues, and delivering service excellence.

Role Overview

As a Guest Experience Agent, you will be a key point of contact for guests throughout their stay, providing personalized assistance and ensuring their needs are met. This full-time position is based in Tabuk, Saudi Arabia, and requires 0-1 years of experience. The Guest Experience Agent acts as a brand ambassador, creating a lasting impression through professional, friendly, and anticipatory service. You will support the guest journey from pre-arrival to departure, ensuring guest preferences and requests are handled seamlessly and communicated effectively to relevant departments.

Key Responsibilities

• Welcome and engage with guests in a warm, friendly, and professional manner.
• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Anticipate guest needs and provide personalized service.
• Assist with pre-arrival arrangements, ensuring guest preferences and special occasions are recorded and communicated.
• Provide personalized assistance to VIP, high-profile, and repeat guests.
• Assist guests with information about the resort, facilities, restaurants, activities, services, and local attractions.
• Handle guest concerns and complaints with empathy, escalating issues when necessary.
• Follow up on guest requests to ensure effective resolution and satisfaction.
• Monitor guest feedback and communicate relevant comments to the Guest Experience Manager.
• Ensure every guest interaction reflects the values and service standards of Red Sea Global Hospitality.
• Assist with guest arrivals and departures, ensuring a smooth and personalized experience.
• Support the Front Office team during check-in and check-out processes as required.
• Build positive relationships with guests to encourage satisfaction and loyalty.
• Recognize returning and VIP guests, providing personalized service based on preferences and history.
• Identify opportunities to exceed guest expectations through thoughtful service.
• Promote relevant resort services, experiences, activities, and facilities.
• Serve as a liaison between guests and hotel departments to ensure timely service delivery.
• Communicate guest preferences and requirements clearly to relevant departments.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, Recreation, and other operational teams.
• Maintain effective communication with colleagues across shifts.
• Escalate operational issues or guest concerns promptly to appropriate supervisors.
• Support colleagues and other departments to maintain smooth hotel operations.
• Maintain accurate records of guest requests, preferences, feedback, and service recovery actions.
• Ensure all guest requests are logged, followed up, and closed within required timeframes.
• Follow established Front Office and Guest Experience procedures and service guidelines.
• Maintain confidentiality of guest information.
• Assist in maintaining a clean, organized, and welcoming Guest Experience area.
• Participate in daily briefings and stay informed about VIP arrivals, special occasions, and operational updates.

Qualifications and Experience

• 0-1 years of experience in a related field.
• Ability to provide professional, friendly, and anticipatory service.
• Strong communication and interpersonal skills.
• Attention to detail and problem-solving abilities.
• Ability to work collaboratively within a team.

Work Environment

The Guest Experience Agent will work in a dynamic hospitality environment, collaborating closely with various departments to ensure an exceptional guest experience. The role requires adherence to high service standards and a commitment to guest satisfaction.

Application Process

Red Sea Global Hospitality invites qualified candidates to apply for this position. Salary details will be discussed during the interview process.