Guest Experience Agent Saudi Nationals Only

Job Summary

Duties & Responsibilities

• Assist guests with check-in and check-out procedures ensuring a smooth and efficient process.
• Handle cashiering duties and manage guest accounts accurately.
• Review arrival lists and prepare compendiums prior to guest arrival entering necessary information into the system.
• Welcome guests upon arrival register them and issue room keys according to departmental standards.
• Ensure that members receive all benefits and that repeat guests and VIPs are recognized with special services including welcome cards and in-room amenities.
• Liaise closely with other departments to fulfill guest requests and needs effectively.
• Update and maintain the repeat guest history system to enhance personalized service.
• Promote inter-hotel sales and in-house facilities maximizing revenue according to departmental standards.
• Handle guest complaints and comments tactfully ensuring efficient resolution.
• Manage guests mails messages and phone calls professionally.
• Maintain the privacy and confidentiality of all guests ensuring no details are disclosed without authorization.
• Be vigilant regarding in-house credit matters and address any discrepancies promptly.
• Alert Security or the Duty Manager of any suspicious persons or articles.
• Additional Responsibilities
• Maintain comprehensive knowledge of all food and beverage services hotel features and amenities.
• Be fully conversant with hotel fire and life safety/emergency procedures.
• Attend all briefings meetings and training sessions as assigned by management.
• Report for duty on time wearing a clean and complete uniform while maintaining high personal appearance and hygiene standards.
• Perform any other reasonable duties as assigned by hotel management.

Qualifications :

• Saudi National.
• Diploma or Bachelors degree in Hospitality or a related field.
• Previous Front Office or Guest Services experience is preferred.
• Good communication skills in Arabic and English.
• Proficient in Microsoft Office and Opera PMS (preferred).
• Strong customer service and interpersonal skills.
• Ability to work flexible shifts including weekends and public holidays

Additional Information :

Your Team and Work Environment:
In 12 sentences introduce the team hotel or workplace in a way that reflects its culture.
Note: The description can be adjusted to meet specific local or legal requirements such as work permits.

Our Commitment to Diversity & Inclusion:
We are an inclusive company and our goal is to attract hire and develop diverse talent.

Reporting & Administration:

• Prepare and present sales reports forecasts and performance analysis to senior management.
• Track and manage sales leads and opportunities using CRM systems (e.g. Opera Salesforce Delphi).
• Ensure accurate records of all client interactions leads and bookings.
• Maintain up-to-date knowledge of market conditions competitor offerings and industry best practices.

Requirements:

• Education: Bachelors degree in Hospitality Business Administration Marketing or a related field. A Masters degree or industry certifications (e.g. CHME CMP) is a plus.
• Experience: Minimum of 57 years of experience in sales within the luxury hotel or hospitality industry with a proven track record of achieving sales targets and managing key accounts.
• Skills:
  • Exceptional sales and negotiation skills particularly within the luxury market.
  • Strong understanding of the hotel industry including MICE and leisure segments.
  • Proficiency in CRM systems hotel sales software (e.g. Opera Delphi) and Microsoft Office Suite.
  • Fluent in English; additional languages are highly desirable.
  • Ability to think strategically and creatively with excellent problem-solving skills.

Key Competencies:

• Leadership: Ability to lead by example providing guidance and support to the sales team.
• Client Focus: A deep commitment to delivering exceptional service and personalized experiences to high-end clientele.
• Communication: Strong interpersonal and communication skills to engage with clients and internal teams effectively.
• Time Management: Excellent organizational and multitasking skills with the ability to prioritize tasks and meet deadlines.
• Analytical Thinking: Ability to analyze market data and sales trends to make informed decisions and adjust strategies accordingly.
• Negotiation Skills: Proven ability to negotiate and close high-value deals while maintaining profitability for the hotel.

Working Conditions:

• Full-time position with flexibility for evening and weekend work depending on client needs and industry events.
• Travel may be required to meet with clients or attend industry events.
• Ability to work under pressure and meet sales targets in a competitive environment.

Compensation:

• Competitive salary and commission structure based on performance.
• Benefits package may include healthcare retirement plans travel discounts and other perks.

Remote Work :

No

Employment Type :

Full-time

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