Guest Experience Agent

About Fairmont Ramla Riyadh

Fairmont Ramla Riyadh is a premier luxury hospitality destination featuring elegant serviced residences, first-class dining, and exceptional guest services. Operating under the prestigious Fairmont brand, the hotel is dedicated to delivering excellence and innovation through superior hospitality and culinary experiences.

Role Overview and Responsibilities

• Welcome guests and efficiently manage check-in and check-out processes ensuring smooth transitions.
• Handle all cashiering responsibilities and maintain accurate guest account records.
• Prepare arrival lists and compendiums before guest arrivals, entering required information into the system.
• Register guests on arrival and issue room keys aligned with departmental standards.
• Recognize repeat guests and VIPs by providing special services such as welcome cards and in-room amenities, ensuring all member benefits are honored.
• Coordinate with departments to promptly address guest requests and needs.
• Maintain and constantly update the repeat guest history database to personalize service delivery.
• Promote on-site facilities and inter-hotel sales initiatives to maximize revenue in accordance with departmental policies.
• Handle guest complaints and comments carefully, ensuring timely and effective problem resolution.
• Manage guest communications, including mail, messages, and phone calls, maintaining professionalism throughout.
• Protect guest confidentiality by safeguarding private information and preventing unauthorized disclosures.
• Monitor in-house credit accounts vigilantly and resolve discrepancies swiftly.
• Report any suspicious individuals or items to Security or the Duty Manager promptly.
• Stay informed about all food and beverage services, hotel amenities, and features.
• Adhere to hotel fire, safety, and emergency procedures comprehensively.
• Attend all assigned briefings, meetings, and training sessions diligently.
• Maintain punctuality, adhere to uniform and personal hygiene standards.
• Perform additional reasonable duties as assigned by hotel management.

Qualification Requirements

• Candidate must be a Saudi National.
• Possess a Diploma or Bachelor's degree in Hospitality or a related discipline.
• Preferably have prior experience in Front Office or Guest Services roles.
• Exhibit strong communication skills in both Arabic and English languages.
• Proficient in Microsoft Office applications and preferably experienced with Opera PMS system.
• Demonstrate strong customer service abilities and effective interpersonal communication.
• Ability to work flexible shifts, including weekends and public holidays.

Additional Information

Work Environment: The team fosters a culture of excellence within a luxury hospitality setting, focused on providing memorable guest experiences. The environment supports diversity and inclusion, aiming to attract and develop diverse talents. Local or legal considerations such as work permits may apply.

Reporting and Sales Administration

• Prepare and deliver sales reports, forecasts, and performance analyses to senior management.
• Manage CRM systems to track sales leads and opportunities, including Opera, Salesforce, and Delphi software.
• Keep detailed records of client interactions, leads, and bookings up to date.
• Remain current with market trends, competitor activities, and best industry practices.

Experience and Skills

• At least 5 to 7 years of professional sales experience in luxury hospitality or related sectors.
• Demonstrated success meeting sales targets and managing key accounts in a competitive environment.
• Excellent negotiation skills tailored for the luxury market segment.
• Deep understanding of hotel industry sectors including MICE and leisure markets.
• Fluency in English; command of additional languages is highly valued.
• Strategic and creative thinking with strong problem-solving abilities.

Key Competencies

• Leadership qualities to guide and support sales teams effectively.
• A client-focused approach dedicated to delivering personalized high-end experiences.
• Exceptional communication and interpersonal skills for client and team engagement.
• Strong organizational and time management skills to handle multiple priorities efficiently.
• Analytical thinking to interpret sales data and market trends to guide business strategies.
• Proven negotiation expertise to close high-value deals while sustaining hotel profitability.

Working Conditions

• Full-time employment requiring flexibility for evenings and weekends based on client and event needs.
• Potential travel obligations to meet clients or participate in industry conventions.
• Capability to perform under pressure and consistently achieve sales goals.

Compensation and Benefits

• Competitive salary accompanied by a performance-based commission scheme.
• Benefits package may encompass healthcare, retirement plans, travel discounts, among other advantages.