Guest Experience Agent

Job description

Fairmont Ramla Riyadh is a luxury hospitality destination offering premium serviced residences, exceptional dining experiences, and world‑class guest services. The role involves assisting guests with check‑in and check‑out procedures to ensure a smooth process. Perform cashiering duties and manage guest accounts accurately. Review arrival lists and prepare compendiums before guest arrival, entering necessary information into the system. Welcome guests, register them, and issue room keys according to departmental standards. Ensure members receive all benefits and recognize repeat guests and VIPs with welcome cards and in‑room amenities. Liaise closely with other departments to fulfill guest requests effectively. Update and maintain the repeat‑guest history system to enhance personalized service. Promote inter‑hotel sales and in‑house facilities to maximize revenue. Handle guest complaints and comments tactfully, ensuring efficient resolution. Manage guests’ mails, messages, and phone calls professionally. Maintain privacy and confidentiality of all guests. Monitor in‑house credit matters and promptly address any discrepancies. Alert Security or the Duty Manager of any suspicious persons or articles. Maintain comprehensive knowledge of all food and beverage services, hotel features, and amenities. Be fully conversant with fire, life safety, and 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.

Requirements

• Saudi national
• Diploma or Bachelor's degree in Hospitality or a related field
• prior Front Office or Guest Services experience 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

Skills