Guest Service Centre Agent (Saudi National)

About the role

SLS The Red Sea, a lifestyle resort on the Red Sea coast of Saudi Arabia, is building its team after opening. As a Guest Service Centre Agent, you act as the main link between guests and the hotel, handling inquiries, requests and service needs with warmth, confidence and efficiency.

Key responsibilities

• Handle guest communications internally and externally, and act as the main contact for inquiries and requests during the stay
• Give accurate information on facilities, dining, spa, activities, promotions, services and local attractions
• Coordinate requests with Housekeeping, Engineering, Room Service, Front Office and other teams, and log and follow them up
• Handle feedback and concerns, escalate when needed, manage wake-up calls and transfer calls to the right departments
• Support Front Office during night hours, respond to emergencies and keep guest data confidential
• Record messages, requests and service notes in Opera PMS and other systems, and keep daily logs and reports
• Report technical issues, stay informed on arrivals, VIPs and events, promote services and keep the centre organised
• Follow SOPs, support new colleagues' onboarding and take on extra Guest Service Centre, Front Office and administrative work

Required profile

• High school diploma or higher; hospitality or guest services qualification preferred
• 1-2 years in guest services, front office, call centre, PBX or a similar guest-facing role, preferably in a luxury hotel
• Excellent spoken and written English and a professional telephone manner
• Strong guest service, communication and interpersonal skills, able to work in a multicultural team

Required skills

• Microsoft Office
• Opera PMS
• Experience with hotel communication or guest request management systems is an advantage