Guest Experience Agent

About Fairmont Ramla Riyadh

Fairmont Ramla Riyadh stands as a pinnacle of luxury hospitality, offering premium serviced residences, exceptional dining experiences, and world-class guest services. As part of the globally renowned Fairmont brand, this distinguished property is dedicated to delivering unforgettable experiences through uncompromising standards in hospitality and culinary excellence. Our commitment to innovation and personalized service ensures that every guest interaction is seamless, memorable, and reflective of our brand’s legacy of sophistication and warmth.

Position Overview

We are seeking a dynamic and customer-focused Guest Experience Agent to join our esteemed team at Fairmont Ramla Riyadh. In this pivotal role, you will serve as the first and last point of contact for our guests, ensuring their arrival, stay, and departure are exceptional. Your responsibilities will encompass a blend of administrative precision, interpersonal finesse, and proactive problem-solving to create a welcoming environment that exceeds expectations. This position is ideal for individuals who thrive in fast-paced settings, possess a keen eye for detail, and are passionate about delivering service that elevates the guest experience.

Key Responsibilities

• Guest Arrival & Departure: Facilitate seamless check-in and check-out processes, ensuring all procedures are executed efficiently and in accordance with departmental standards. Prepare compendiums and review arrival lists to anticipate guest needs prior to their arrival.
• Guest Registration & Service: Welcome guests upon arrival, register them in the system, and issue room keys while adhering to the highest standards of professionalism. Recognize repeat guests, VIPs, and members, ensuring they receive personalized services such as welcome cards and in-room amenities.
• Interdepartmental Collaboration: Act as a liaison between guests and various hotel departments to fulfill requests promptly and effectively. Maintain and update repeat guest history systems to enhance personalized service delivery.
• Revenue & Sales Support: Promote inter-hotel sales and in-house facilities to maximize revenue opportunities, aligning with departmental targets. Track and manage sales leads using CRM systems to support the hotel’s business objectives.
• Guest Relations & Problem Resolution: Handle guest complaints, comments, and inquiries with tact and efficiency, ensuring swift resolution to maintain satisfaction. Manage guests’ mails, messages, and phone calls with the utmost professionalism and discretion.
• Compliance & Safety: Maintain strict confidentiality regarding guest information and adhere to hotel policies on privacy and data protection. Monitor in-house credit matters and report any discrepancies or suspicious activities to the appropriate authorities. Stay vigilant about fire and life safety procedures, ensuring full compliance with emergency protocols.
• Administrative & Operational Duties: Prepare and present sales reports, forecasts, and performance analyses to senior management. Maintain accurate records of client interactions, leads, and bookings using hotel software such as Opera PMS. Attend all briefings, meetings, and training sessions to stay updated on industry best practices and hotel initiatives.

Qualifications & Skills

• Education: A diploma or bachelor’s degree in Hospitality, Business Administration, or a related field is required. Industry certifications, such as CHME or CMP, are considered advantageous.
• Experience: Prior experience in Front Office, Guest Services, or a similar role within the hospitality industry is preferred. A proven track record in customer service and guest relations is essential.
• Language Proficiency: Fluency in both Arabic and English is mandatory. Additional language skills are highly desirable.
• Technical Skills: Proficiency in Microsoft Office Suite and Opera PMS is preferred. Familiarity with CRM systems and hotel sales software is a plus.
• Personal Attributes: Exceptional communication, interpersonal, and problem-solving skills. Ability to work flexible shifts, including weekends and public holidays, while maintaining a high standard of personal appearance and hygiene.

Work Environment & Culture

At Fairmont Ramla Riyadh, we foster a culture of inclusivity, collaboration, and excellence. Our team is composed of dedicated professionals who share a passion for delivering exceptional guest experiences. As part of our diverse and dynamic workplace, you will have the opportunity to grow both personally and professionally while contributing to the success of a globally recognized brand.

Diversity & Inclusion

We are committed to attracting, hiring, and developing a diverse workforce. Our inclusive environment ensures that all employees have the opportunity to thrive, regardless of background or experience. We believe that diversity drives innovation and enhances our ability to serve our guests with excellence.