Guest Services Associate Concierge Saudi National

About the Role

Rosewood AMAALA is seeking a Saudi National for the role of Guest Services Associate Concierge. This full-time position is based in Saudi Arabia and is responsible for curating personalized experiences for guests, reflecting Rosewood’s Relationship Hospitality philosophy and Amaala’s focus on well-being, art, culture, and sustainability. The Concierge Agent serves as the primary point of contact for guest inquiries and arrangements, coordinating with internal departments and external partners to deliver ultra-luxury service.

Key Responsibilities

• Welcome guests at the Concierge Desk and in the lobby with a professional presence.
• Record all guest requests and arrangements accurately in designated systems.
• Build relationships with guests, recognizing returning visitors and VIPs, and maintaining detailed preference profiles.
• Anticipate guest needs and suggest curated experiences such as yachting, diving, wellness retreats, art tours, desert activities, and cultural excursions.
• Ensure consistent implementation of Rosewood brand, Forbes, and LQA standards.
• Maintain comprehensive knowledge of guest and resident arrival experiences, including various transportation methods.
• Develop and maintain up-to-date destination expertise regarding the Red Sea marine environment and environmentally responsible practices.
• Coordinate and confirm transportation arrangements, including airport transfers, limousine, helicopter, and seaplane transfers.
• Arrange marine experiences such as snorkeling, diving, and marine biologist tours in accordance with Red Sea environmental guidelines.
• Coordinate wellness and longevity experiences through Asaya, including spa journeys, retreats, and fitness sessions.
• Arrange cultural, artistic, and nature-focused activities, including gallery visits and desert adventures.
• Design and manage personalized itineraries for VIPs, long-stay guests, and families.
• Collaborate with Front Desk, Guest Relations, Bell, Door, Housekeeping, Butler Services, Engineering, Asaya, Food & Beverage, and Explorer teams.
• Proactively follow up on all guest requests until completion and provide timely updates.
• Maintain accurate guest preferences and special notes for future personalization.
• Assist in monitoring and responding to guest feedback related to Concierge services.
• Promote experiences and partnerships that support sustainability and regenerative tourism initiatives.
• Ensure all recommendations and services comply with local laws, safety regulations, and company policies.
• Maintain strict confidentiality and discretion for all guests.
• Participate in daily briefings and contribute ideas to enhance guest journeys.

Operational Duties

• Review pass-on logs and daily calling sheets at the start of each shift and conduct comprehensive handovers.
• Address guests by name and maintain complete knowledge of departmental policies, procedures, and service standards.
• Resolve guest complaints promptly and professionally.
• Monitor and maintain cleanliness and organization of assigned work areas.
• Maintain complete knowledge of all hotel facilities, services, operating hours, room types, rates, and promotional offers.
• Stay informed about occupancy levels, expected arrivals/departures, group activities, local attractions, and events.
• Ensure security of department keys, communication devices, and assigned equipment.
• Utilize all required computer systems and maintain a fully stocked, clean workstation.
• Answer telephone calls using proper greetings and professional etiquette.
• Handle guest requests promptly and efficiently, following up with internal departments for completion.
• Coordinate guest requests for accommodations, transportation, business services, restaurant reservations, shopping, entertainment, wellness, and medical services.
• Arrange guest amenities and coordinate deliveries.
• Provide accurate directions and local area information.
• Assist guests with lost luggage and distribute mail.
• Process wake-up call requests.

Qualifications and Requirements

• Experience: Minimum 1 year of experience in a similar role within a luxury or ultra-luxury hotel environment.
• Education: High school diploma or equivalent.
• General Skills: Ability to perform duties with attention to detail, speed, and accuracy; prioritize and organize workload; remain calm under pressure; solve problems using sound judgment; follow instructions thoroughly; understand guest service expectations; work collaboratively; operate with minimal supervision; and maintain confidentiality.
• Technical Skills: Strong knowledge of local attractions, restaurants, cultural experiences, and regional events; comprehensive understanding of Concierge operations; ability to perform basic mathematical calculations; proficiency in computer systems for data entry, retrieval, and analysis; excellent verbal communication, negotiation, and guest engagement skills; ability to communicate effectively in challenging situations; strong memory and organizational skills.
• Physical Requirements: Ability to exert physical effort, perform various movements throughout work areas, reach both upward and downward, remain standing or stationary for extended periods, and communicate effectively.

Health and Safety

• Comply with all health and safety policies, procedures, and safe working practices.
• Wear all required protective equipment as directed.
• Report defects in buildings, equipment, or facilities, and report accidents immediately.
• Attend mandatory fire, health, and safety training sessions.
• Maintain knowledge of COSHH regulations, departmental risk assessments, and hotel fire and emergency procedures.

Additional Information

This role requires flexibility in attitude, approach, and working hours according to operational requirements. The Guest Services Associate Concierge will perform other duties and responsibilities of a comparable nature as assigned.