Guest Experience Agent

Fairmont Ramla Serviced Residences 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.

Saudi National. Diploma or Bachelor's 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

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.