Guest Experience Agent

About the role

We are looking for a Guest Experience Agent to join the front‑office team at Fairmont Ramla Riyadh. The role focuses on delivering seamless check‑in/out processes, personalized service for repeat and VIP guests, and supporting overall hotel operations.

Key responsibilities

• Assist guests with check‑in and check‑out, ensuring efficiency and accuracy.
• Handle cashiering duties, manage guest accounts, and resolve any credit discrepancies.
• Prepare arrival lists, enter guest information into the property management system, and issue room keys.
• Recognize and welcome repeat guests, VIPs, and members with special amenities and welcome cards.
• Coordinate with other departments to fulfill guest requests and promote in‑house facilities.
• Update the repeat‑guest history system to enhance personalized service.
• Manage guest communications, including mail, messages, and phone calls, while maintaining confidentiality.
• Address guest complaints tactfully and ensure timely resolution.
• Alert security or the duty manager of any suspicious persons or items.
• Maintain knowledge of food‑and‑beverage services, hotel amenities, and safety procedures.
• Attend briefings, meetings, and training sessions as required.

Required profile

• Saudi national with a Diploma or Bachelor’s degree in Hospitality or a related field.
• Previous front‑office or guest‑services experience preferred.
• Strong communication skills in Arabic and English.
• Ability to work flexible shifts, including weekends and public holidays.

Required skills

• Proficiency in Microsoft Office.
• Familiarity with Opera PMS (preferred).