Guest Experience Agent

Accor · Riyadh

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Company Description

Fairmont Ramla Riyadh is a luxury hospitality destination offering premium serviced residences, exceptional dining experiences, and world-class guest services. As part of the renowned Fairmont brand, the property is committed to excellence and innovation, delivering unforgettable experiences through high standards in hospitality and culinary arts

Job Description

Duties & Responsibilities

• Assist guests with check-in and check-out procedures, ensuring a smooth and efficient process.
• Handle cashiering duties and manage guest accounts accurately.
• Review arrival lists and prepare compendiums prior to guest arrival, entering necessary information into the system.
• Welcome guests upon arrival, register them, and issue room keys according to departmental standards.
• Ensure that members receive all benefits and that repeat guests and VIPs are recognized with special services, including welcome cards and in-room amenities.
• Liaise closely with other departments to fulfill guest requests and needs effectively.
• Update and maintain the repeat guest history system to enhance personalized service.
• Promote inter-hotel sales and in-house facilities, maximizing revenue according to departmental standards.
• Handle guest complaints and comments tactfully, ensuring efficient resolution.
• Manage guests’ mails, messages, and phone calls professionally.
• Maintain the privacy and confidentiality of all guests, ensuring no details are disclosed without authorization.
• Be vigilant regarding in-house credit matters and address any discrepancies promptly.
• Alert Security or the Duty Manager of any suspicious persons or articles.
• Additional Responsibilities
• Maintain comprehensive knowledge of all food and beverage services, hotel features, and amenities.
• Be fully conversant with hotel fire and life safety/emergency procedures.
• Attend all briefings, meetings, and training sessions as assigned by management.
• Report for duty on time, wearing a clean and complete uniform while maintaining high personal appearance and hygiene standards.
• Perform any other reasonable duties as assigned by hotel management.

Qualifications

• Saudi National.
• Diploma or Bachelor's degree in Hospitality or a related field.
• Previous Front Office or Guest Services experience is preferred.
• Good communication skills in Arabic and English.
• Proficient in Microsoft Office and Opera PMS (preferred).
• Strong customer service and interpersonal skills.
• Ability to work flexible shifts, including weekends and public holidays

Additional Information

• Your Team and Work Environment:
• In 1–2 sentences, introduce the team, hotel, or workplace in a way that reflects its culture.
• Note: The description can be adjusted to meet specific local or legal requirements, such as work permits.

• Our Commitment to Diversity & Inclusion:
• We are an inclusive company, and our goal is to attract, hire, and develop diverse talent.

Reporting & Administration:

• Prepare and present sales reports, forecasts, and performance analysis to senior management.
• Track and manage sales leads and opportunities using CRM systems (e.g., Opera, Salesforce, Delphi).
• Ensure accurate records of all client interactions, leads, and bookings.
• Maintain up-to-date knowledge of market conditions, competitor offerings, and industry best practices.

Requirements:

• Education: Bachelor's degree in Hospitality, Business Administration, Marketing, or a related field. A Master’s degree or industry certifications (e.g., CHME, CMP) is a plus.
• Experience: Minimum of 5–7 years of experience in sales within the luxury hotel or hospitality industry, with a proven track record of achieving sales targets and managing key accounts.
• Skills:
  • Exceptional sales and negotiation skills, particularly within the luxury market.
  • Strong understanding of the hotel industry, including MICE and leisure segments.
  • Proficiency in CRM systems, hotel sales software (e.g., Opera, Delphi), and Microsoft Office Suite.
  • Fluent in English; additional languages are highly desirable.
  • Ability to think strategically and creatively, with excellent problem-solving skills.

Key Competencies:

• Leadership: Ability to lead by example, providing guidance and support to the sales team.
• Client Focus: A deep commitment to delivering exceptional service and personalized experiences to high-end clientele.
• Communication: Strong interpersonal and communication skills to engage with clients and internal teams effectively.
• Time Management: Excellent organizational and multitasking skills, with the ability to prioritize tasks and meet deadlines.
• Analytical Thinking: Ability to analyze market data and sales trends to make informed decisions and adjust strategies accordingly.
• Negotiation Skills: Proven ability to negotiate and close high-value deals while maintaining profitability for the hotel.

Working Conditions:

• Full-time position with flexibility for evening and weekend work, depending on client needs and industry events.
• Travel may be required to meet with clients or attend industry events.
• Ability to work under pressure and meet sales targets in a competitive environment.

Compensation:

• Competitive salary and commission structure based on performance.
• Benefits package may include healthcare, retirement plans, travel discounts, and other perks.

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