Front Desk Agent (Saudi National)

Company Overview

SLS The Red Sea, part of Ennismore’s SLS Hotels collection, is preparing a high-end hospitality launch at The Red Sea in Saudi Arabia. Set to open in 2025, the property is envisioned as a luxurious and playful destination with 150 keys, five food and beverage venues, and a spa experience designed for guests seeking both excitement and relaxation.

The hotel aims to create a distinctive stay for adults and families alike, with a strong focus on surprise, indulgence, and memorable service. This role offers the chance to contribute to one of the region’s most anticipated luxury openings.

Role Purpose

The Front Desk Agent / Receptionist will serve as the first touchpoint for arriving and departing guests, shaping a polished and welcoming experience from the moment they arrive. The position calls for a strong grasp of the SLS brand experience, meticulous attention to detail, and the ability to personalize service while handling front office operations smoothly.

Key Duties

• Greet guests with a warm, upbeat, and individualized welcome.
• Manage arrivals and departures efficiently while ensuring guest records and profiles are accurately maintained.
• Accompany guests to rooms when needed, particularly VIP arrivals, and support a seamless introduction to the property.
• Handle payments, collect deposits, issue room keys, and clearly explain room and hotel amenities.
• Scan passports and ID documents in line with Saudi compliance requirements and ensure accurate CID reporting.
• Identify repeat and VIP guests and adjust the service approach to suit their preferences.
• Share reliable information about the hotel’s facilities, outlets, and nearby attractions or happenings.
• Respond quickly to guest requests, concerns, and complaints, making sure issues are documented and tracked through the proper systems.
• Manage special guest requests before, during, and after stays to ensure attentive service.
• Coordinate closely with Housekeeping, Concierge, Engineering, Food & Beverage, and Reservations to resolve guest needs promptly.
• Keep detailed handover notes to support smooth shift transitions and continuity of service.
• Join daily briefings and stay updated on occupancy, arrivals, departures, events, and internal communications.
• Use the Property Management System, ideally Opera Cloud, for front office activities.
• Monitor and respond to the reception email inbox in a timely and professional manner.
• Review registration cards, guest buckets, and data records to maintain compliance with quality standards.
• Track cash float accuracy, handle currency exchange and paid-outs, and follow all cash procedures.
• Complete cashier audits at the end of each shift and ensure balances and records match correctly.
• Look for upselling opportunities in rooms, suites, F&B outlets, and spa services to support revenue goals.
• Enroll guests in loyalty programs such as Disloyalty and work toward agreed conversion targets.
• Protect guest privacy and keep all personal information confidential.
• Follow the hotel’s credit policy and all SOPs related to cashiering and guest service.
• Comply with health, safety, hygiene, fire, and emergency procedures.

Additional Information

• Take part in the quality improvement process.
• Maintain strong working relationships with department managers and heads.
• Collaborate closely with finance and other internal teams to keep communication and operations running smoothly.