Guest Experience Agent

OUR HABITAS RAS ABROUQ The Guest Experience Agent is responsible for delivering exceptional, personalized, and memorable guest experiences throughout the entire guest journey, from pre-arrival to departure. As a key ambassador of Our Habitas Ras Abrouq, the Guest Experience Agent ensures that every guest feels genuinely welcomed, valued, and connected to the resort's unique philosophy of hospitality, culture, and human connection. The role involves managing guest arrivals and departures, handling inquiries and requests, coordinating guest experiences, and ensuring seamless communication across departments. The Guest Experience Agent is expected to demonstrate warmth, professionalism, attention to detail, and a proactive approach to anticipating guest needs while maintaining luxury hospitality standards. Guest Arrival and Departure Experience Deliver a warm, personalized, and seamless welcome to all arriving guests in accordance with Our Habitas brand standards. Manage guest check-in and check-out procedures efficiently while ensuring accuracy and professionalism. Review daily arrivals, departures, VIP guests, repeat guests, and special requests. Ensure guest preferences, room allocations, and special arrangements are communicated to relevant departments. Escort guests to their assigned villas when required, providing an introduction to the resort's facilities, services, and experiences. Coordinate luggage handling and transportation arrangements with the appropriate teams. Ensure all departure formalities, including billing and payment settlements, are completed accurately. Create positive and memorable first and last impressions. Guest Relations and Personalized Service Build genuine relationships with guests through warm, engaging, and attentive interactions. Anticipate guest needs and proactively offer personalized recommendations and assistance. Maintain accurate guest profiles, preferences, special occasions, and service history. Recognize VIP guests, repeat visitors, and guests celebrating special occasions. Handle guest inquiries, requests, and concerns promptly and professionally. Resolve guest complaints with empathy, discretion, and effective service recovery. Follow up on guest requests to ensure complete satisfaction. Promote a welcoming and inclusive environment that reflects the Our Habitas philosophy of human connection. Guest Experience and Resort Activities Provide accurate information about resort facilities, dining venues, wellness offerings, activities, and experiences. Assist guests with restaurant reservations, wellness appointments, recreational activities, and special arrangements. Coordinate with Food & Beverage, Spa & Wellness, Housekeeping, and other departments to facilitate personalized experiences. Recommend resort activities and experiences based on guest interests and preferences. Support the organization of special occasions, celebrations, and private guest experiences. Ensure guests are informed of activity schedules, operational updates, and resort guidelines. Promote resort offerings in a natural and guest-focused manner. Front Office Operations Perform daily Front Office duties, including reservations verification, guest registration, billing, cashiering, and administrative tasks. Maintain accurate guest information and transaction records in the Property Management System (PMS). Answer telephone calls, emails, and guest messages promptly and professionally. Coordinate room readiness, early arrivals, late departures, and special accommodation requests. Ensure proper handover of outstanding guest requests and operational information between shifts. Maintain cleanliness, organization, and professional presentation of guest reception areas. Follow established cash-handling, payment-processing, and financial procedures. Support other Front Office functions as required by operational needs. Luxury Service Standards – LQA and Forbes Travel Guide Deliver consistent service in accordance with applicable Leading Quality Assurance (LQA) and Forbes Travel Guide standards, as well as Our Habitas brand expectations. Demonstrate professional telephone etiquette, personalized guest recognition, and attentive communication. Ensure guest interactions are warm, natural, courteous, and tailored to individual preferences. Anticipate guest needs and demonstrate proactive service rather than relying solely on guest requests. Maintain high standards of personal grooming, body language, communication, and professional conduct. Participate in service quality assessments, training sessions, and departmental audits. Apply feedback from quality assessments to continuously improve guest experiences. Maintain discretion and confidentiality when handling guest information and sensitive situations. Support the resort's preparation for internal and external luxury service assessments, where applicable. Guest Feedback and Service Recovery Actively seek guest feedback during their stay to identif

Diploma or bachelor's degree in Hospitality Management, Tourism, Hotel Management, or a related discipline is preferred. Minimum 1–2 years of experience in Front Office, Guest Relations, or Guest Experience, preferably within a luxury hotel or resort. Previous experience in a five-star hotel, boutique luxury resort, or lifestyle hospitality brand is an advantage. Familiarity with LQA, Forbes Travel Guide, or other luxury hospitality service standards is desirable. Experience using hotel Property Management Systems, preferably Opera or a similar platform. Excellent verbal and written communication skills in English; additional languages are an advantage. Strong interpersonal skills with a warm, engaging, and guest-focused personality. Ability to handle guest complaints and challenging situations professionally. Good organizational skills and attention to detail. Ability to work independently and collaboratively within a multicultural team. Flexibility to work shifts, weekends, and public holidays according to operational requirements.

Guest Arrival and Departure: Deliver a warm, personalized, and seamless welcome; manage check-in/check-out; review daily arrivals, VIPs, repeat guests, and special requests; communicate preferences to relevant departments; escort guests to villas when required; coordinate luggage and transportation; complete departure billing and settlements; create positive first and last impressions. Guest Relations and Personalized Service: Build genuine relationships; anticipate needs; maintain accurate guest profiles and history; recognize VIPs and celebrations; handle inquiries and concerns; resolve complaints with empathy and recovery; follow up for satisfaction; foster a welcoming environment reflecting the brand. Guest Experience and Resort Activities: Provide information on facilities and activities; assist with reservations and appointments; coordinate with departments to personalize experiences; recommend activities; organize special occasions and private experiences; inform guests of schedules and guidelines. Front Office Operations: Perform reservations verification, registration, billing, cashiering, and admin tasks; maintain guest data in the PMS; answer calls and messages; coordinate room readiness and special requests; ensure proper handover between shifts; maintain reception area standards; adhere to cash-handling procedures. Luxury Service Standards: Deliver service in line with LQA and Forbes Travel Guide standards; professional telephone etiquette and guest recognition; proactive and personalized service; maintain high standards of grooming and conduct; participate in quality assessments and training; apply feedback for improvement. Guest Feedback and Service Recovery: Actively seek guest feedback during the stay to identify and address issues promptly.