Guest Services (saudi Only)

Job Summary

• Handle internal and external guest communications promptly and professionally maintaining a warm and engaging SLS tone.
• Serve as a central point of contact for guest inquiries requests and service needs throughout their stay.
• Provide clear and accurate information about hotel facilities dining spa activities promotions services and local attractions.
• Coordinate guest requests with relevant departments including Housekeeping Engineering Room Service Front Office and other operational teams.
• Log track and follow up on guest requests to ensure timely completion and a seamless guest experience.
• Handle guest feedback and concerns professionally taking appropriate action and escalating matters when required.
• Manage wake-up call requests accurately and follow established procedures for unanswered calls.
• Transfer calls and communications accurately to the appropriate departments guest rooms or colleagues when required.
• Support Front Office operations during night hours including assisting with room availability and booking inquiries when required.
• Respond calmly and efficiently to emergency communications and follow established hotel emergency procedures.
• Maintain strict confidentiality and security when handling guest information and sensitive operational matters.
• Accurately record guest messages requests service notes and relevant information in Opera PMS and other designated hotel systems.
• Review and maintain accurate guest information in hotel systems in accordance with established procedures.
• Monitor communication systems and promptly report any technical issues to the Supervisor or Engineering team.
• Maintain accurate daily logs and operational reports relating to guest requests communications and service performance.
• Stay updated on daily arrivals in-house VIPs special occasions events hotel activities and relevant operational information.
• Promote appropriate hotel services and experiences based on guest needs and preferences.

Qualifications :

• High School Diploma or higher; a qualification in Hospitality Guest Services or a related field is preferred.
• Minimum 12 years of experience in Guest Services Front Office Call Centre PBX or a similar guest-facing role preferably within a luxury or lifestyle hotel.
• Excellent command of spoken and written English is essential with a clear confident and professional telephone manner.
• Proficiency in Microsoft Office and Opera PMS; experience with hotel communication or guest request management systems is an advantage.
• Strong guest service communication and interpersonal skills with a warm and professional approach.
• Ability to multitask prioritize and respond efficiently in a fast-paced environment.
• Excellent attention to detail with a strong commitment to guest privacy and confidentiality.
• Strong coordination and follow-up skills with the ability to communicate effectively across hotel departments.
• Proactive flexible and composed under pressure with a genuine passion for delivering exceptional guest experiences.
• Comfortable working effectively within a diverse and multicultural team environment.

Additional Information :

Ihr Team und Arbeitsumfeld:
In 1-2 Sätzen stellen Sie das Team das Hotel oder den Arbeitsplatz so vor dass sie die Kultur widerspiegeln
Hinweis: Die Anpassung kann an spezifische lokale oder gesetzliche Anforderungen erfolgen wie z.B. Arbeitserlaubnis
Unser Engagement für Diversity & Inclusion:
Wir sind ein integratives Unternehmen und unser Ziel ist es vielfältige Talente anzuziehen zu rekrutieren und zu fördern.

Remote Work :

No

Employment Type :

Full-time

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