Guest Experience Agent - Front Office (Saudi National)
Accor · Faena Red Sea
Company Description
- The FAENA Movement is a journey of art, culture, and community. Rooted in the soulful traditions of the South and elevated by imaginative design, our culture celebrates authentic hospitality and transformative experiences. We create spaces where dreams are brought to life—through bold ideas, meaningful collaboration, and a deep sense of purpose.
- As we continue our expansion into the Kingdom of Saudi Arabia, FAENA The Red Sea will mark a new chapter—visionary in spirit, exceptional in execution. We’re building more than a hotel; we’re shaping a world of beauty, wonder, and connection. If you’re driven by creativity, excellence, and a desire to be part of something extraordinary, we invite you to help bring this vision to life.
Job Description
At FAENA The Red Sea, every arrival sets the tone for something extraordinary. As a Guest Experience Agent, you are the first point of connection and the lasting impression—bringing the brand to life through intuitive service, genuine warmth, and attention to detail. Acting as a key liaison between guests and the resort, you ensure every interaction is seamless, personalized, and delivered with precision. From check-in to departure, you anticipate needs, resolve requests with confidence, and create a sense of belonging that transforms each stay into a memorable experience.
Key Responsibilities
- Deliver exceptional front office service aligned with Forbes standards and luxury hospitality expectations
- Manage guest arrivals and departures efficiently, ensuring a smooth and welcoming experience
- Maintain full awareness of daily resort operations, including VIP arrivals, events, and occupancy
- Build strong guest relationships through recognition, personalization, and preference tracking
- Respond to guest inquiries, requests, and concerns promptly and professionally
- Act as a liaison between Front Office, Concierge, Butler, Housekeeping, and Engineering teams
- Support concierge services including reservations, guest information, and special requests
- Handle guest accounts, payments, and cashiering responsibilities with accuracy
- Maintain and update guest profiles using Opera and other systems
- Assist with luggage handling and airport transfers coordination when required
- Promote resort facilities, services, and experiences, identifying upselling opportunities
- Follow daily shift checklists and ensure accurate handovers between shifts
- Support operational coverage across Front Office and Butler services when required
- Ensure compliance with health, safety, and security procedures at all times
Qualifications
- Minimum 1 year experience in Front Office or Guest Relations within a luxury hotel or resort
- Diploma or degree in Hospitality Management or related field preferred
- Strong understanding of luxury service standards (Forbes or similar)
- Excellent communication and interpersonal skills with a guest-first mindset
- Professional, polished, and confident in guest-facing environments
- Strong problem-solving skills with the ability to think on your feet
- Highly organized with attention to detail and accuracy
- Experience with Opera or similar hotel management systems is an advantage
- Energetic, adaptable, and able to thrive in a fast-paced environment
- Discreet, trustworthy, and able to handle sensitive guest information
- Passion for hospitality and creating exceptional guest experiences
- Must speak fluent English and Arabic
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