Front Desk Agent

Job description

## Company Description: Located in the Kingdom’s leading Red Sea project, Raffles & Fairmont Red Sea will provide visitors with access to two nature-focused resorts. The hotel features 361 rooms and 11 distinct dining concepts, including an overwater restaurant overlooking the Red Sea and mangroves and a spa. **Raffles Red Sea Hotel** will be a haven of sophisticated elegance and timeless luxury, located in Saudi Arabia's exceptional Red Sea destination. Blending Raffles' legendary hospitality and personalized service with natural beauty and Red Sea Global's sustainability the employer, the hotel provides a curated escape for the world's most discerning travellers. ## Job Description ** Key Responsibilities ** ** Guest arrival and departure experience: ** * Provide a warm, personable and personal welcome to all guests, addressing them by name whenever possible. * Execute check-in and check-out procedures efficiently while ensuring accuracy, confidentiality and attention to detail. * Anticipate guests' needs and proactively provide assistance, upgrades or customized services in line with Raffles standards. * Ensuring a seamless first and last impression that reflects the heritage and stature of the Raffles brand. ** Guest Relations and Service Excellence: ** * Handle guest inquiries, requests, and concerns with professionalism, empathy, and a solutions-oriented approach. * Maintain comprehensive knowledge of hotel facilities, services, events and local attractions to provide informed guidance. * Record and report guest preferences, special events and comments to personalize future stays. * Resolve service challenges promptly, and escalate when necessary, while ensuring guest satisfaction and loyalty. ** Operational Excellence: ** * Ensure accurate room assignment, billing and payment processing in accordance with hotel policies. * Maintain updated guest profiles and reservations in the property management system. * Coordinate closely with housekeeping, concierge, butler service, bell desk and other departments to ensure room readiness and guest satisfaction. * Adhere to cash handling procedures and auditing standards at all times. **Standards, Etiquette and Brand Representation:** * Consistently uphold Raffles’ standards of care, etiquette and communication. * Demonstrate polished body language, polished verbal skills, and cultural sensitivity in every interaction. * Act as a brand ambassador and promote Raffles' values, heritage and service philosophy. **Compliance and Professional Development:** * Ensure compliance with the hotel's safety, security and confidentiality policies. * Protect guest privacy and handle sensitive information wisely and fairly. * Participate in brand training, service culture programs and continuous development initiatives. ## Quality Qualifications and Experience: ** * At least 1-2 years of experience in the front office or guest services within a luxury or five-star hotel environment is preferred. *Certificate or diploma in Hospitality Management or related field is an advantage. * Experience with hotel property management systems (Opera or equivalent preferred). ** Skills and Competencies: ** * Excellent communication and personal skills. * Strong attention to detail with high standards of accuracy. * Ability to multi-task while remaining calm and elegant under pressure. * Problem solving mentality through Guest-focused approach. * Proficiency in Microsoft Office and hotel systems. * Proficiency in English is required. Additional languages highly desirable. ** Personal Attributes: ** * A true passion for luxury hospitality and guest service. * Polished and professional appearance and demeanor. * A warm, generous and confident personality. * Flexible and willing to work shifts, including weekends and holidays. * Trustworthy, discreet, and culturally aware. ## Additional Information * Understand ultra-luxury guest expectations and brand alignment. * Experience in project coordination, scheduling and document monitoring during pre-opening phases. *Pre-opening experience is a must. * A proactive and pro-active approach with a strong sense of ownership and accountability. * Impeccable grooming and personalization comply with luxury standards

Requirements

• adhere to organisational guidelines
• company policies
• customer service
• communicate with customers
• greet guests
• communicate by telephone

Skills