Guest Experience Agent

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We are seeking an enthusiastic and customer-focused Guest Experience Agent to join our team in Riyadh, Saudi Arabia. As a key member of our hospitality team, you will be responsible for ensuring exceptional guest experiences from pre-arrival to post-stay. This role requires a detail-oriented professional who can seamlessly coordinate various aspects of guest services while maintaining the highest standards of hospitality.

• Serve as the primary point of contact for guests, managing pre-arrival communications and personalizing interactions via email and phone
• Coordinate back-of-house butler and front office services to deliver a seamless guest experience
• Translate pre-arrival notes effectively into property management systems and communicate with relevant departments
• Manage guest requests and inquiries promptly and efficiently, ensuring high levels of customer satisfaction
• Collaborate with various departments including front office, housekeeping, food & beverage, and spa to meet guest needs
• Maintain accurate guest records and profiles in the property management system
• Anticipate guest needs and proactively offer assistance or suggestions to enhance their stay
• Handle guest complaints and issues with empathy and professionalism, working towards satisfactory resolutions
• Assist with check-in and check-out procedures as needed
• Stay informed about hotel amenities, local attractions, and events to provide knowledgeable recommendations to guests

• Previous experience in front office, concierge, and/or spa roles in a luxury hotel setting
• Bachelor's degree in Hospitality Management or related field preferred
• Fluency in English and Arabic; additional languages are a plus
• Excellent communication skills, both written and verbal
• Strong interpersonal skills with a deep understanding and acceptance of multi-cultural customs
• Exceptional organizational abilities and attention to detail
• Ability to maintain high performance under pressure and adapt to changing priorities
• Proactive and service-oriented mindset with a passion for exceeding guest expectations
• Proficiency in relevant software including PMS systems and MS Office Suite
• Knowledge of Opera, Alice (or similar itinerary building software), and HotSoS is preferred
• Flexibility to work various shifts, including weekends and holidays
• Demonstrated ability to work independently and as part of a team
• Strong problem-solving skills and the ability to make decisions with minimal supervision
• Commitment to maintaining confidentiality and upholding the highest standards of professionalism

Guest Experience Agent – Your Team and Working Environment:

Be part of our Guest Experience team, where delivering outstanding service and creating memorable guest interactions are at the heart of everything we do. In this role, you will support guests throughout their journey, handle inquiries and feedback, and work closely with internal teams to ensure a smooth and positive experience.

We promote a collaborative and supportive work environment built on teamwork, respect, and continuous improvement. As a front-line representative of the hotel, your professionalism, communication skills, and commitment to guest satisfaction will play a key role in ensuring guests feel welcomed and well cared for.

Our Commitment to Diversity & Inclusion:

We are committed to fostering an inclusive workplace that values diversity and empowers individuals from all backgrounds to contribute, grow, and succeed with integrity and passion.