Guest Experience Agent

About Fairmont Ramla Riyadh

Fairmont Ramla Riyadh represents a high-end hospitality venue, featuring luxury serviced residences, top-tier dining options, and premium guest services. As a member of the distinguished Fairmont group, the property is dedicated to delivering exceptional experiences through superb hospitality and culinary excellence.

Role Overview and Duties

• Assist guests meticulously during check-in and check-out to ensure a seamless experience.
• Perform cashiering tasks and accurately handle guest account management.
• Prepare compendiums and review arrival lists before guests arrive, entering all required information into the system.
• Greet guests warmly upon arrival, register them, and issue room keys conforming to departmental standards.
• Provide bespoke services to members, repeat guests, and VIPs, including welcome cards and in-room amenities.
• Coordinate closely with various departments to fulfill guests’ requests efficiently.
• Update and manage the repeat guest history database to facilitate personalized service enhancements.
• Encourage intra-hotel promotion of products and services to maximize departmental revenue.
• Address guest complaints and feedback diplomatically, ensuring timely resolution.
• Handle guests’ mails, messages, and telephone communications professionally.
• Maintain strict confidentiality of all guest information and protect their privacy.
• Monitor in-house credit diligently and resolve any inconsistencies promptly.
• Report any suspicious individuals or objects to Security or the Duty Manager immediately.
• Develop thorough knowledge of all on-site food and beverage services, hotel features, and amenities.
• Be fully trained and conversant in hotel fire safety and emergency protocols.
• Participate actively in briefings, meetings, and training sessions as required.
• Report punctually in complete, clean uniform with high standards of personal appearance and hygiene.
• Perform other reasonable duties assigned by hotel management.

Candidate Qualifications

• Must be a Saudi National.
• Possess a Diploma or Bachelor’s degree in Hospitality or related fields.
• Preferably have prior experience in Front Office or Guest Services roles.
• Exhibit good communication skills in both Arabic and English.
• Demonstrate proficiency with Microsoft Office and preferably Opera Property Management System (PMS).
• Show strong customer service orientation and interpersonal capabilities.
• Ability and willingness to work flexible shifts, including weekends and public holidays.

Team and Workplace Culture

Our team fosters a welcoming, professional, and inclusive environment, striving for excellence in hospitality through collaboration and innovation. We are committed to attracting and nurturing diverse talent to enrich our workplace.

Reporting and Administrative Responsibilities

• Prepare and deliver sales reports, forecasts, and performance analyses to senior management.
• Track and manage sales leads and opportunities via CRM systems such as Opera, Salesforce, or Delphi.
• Maintain precise records of all client contact, leads, and bookings.
• Keep up-to-date with market trends, competitor activities, and leading industry practices.

Additional Requirements for Sales Experience

• Holds a Bachelor’s degree in Hospitality, Business Administration, Marketing, or related fields; Master’s degree or certifications like CHME, CMP are advantageous.
• Brings 5 to 7 years of proven sales experience within the luxury hotel or hospitality sector, demonstrated by successful achievement of sales targets and key account management.
• Exemplifies excellent sales and negotiation abilities tailored to the luxury market.
• Has strong knowledge of hotel industry segments including MICE and leisure.
• Proficient in CRM and hotel sales software such as Opera and Delphi, plus Microsoft Office.
• Fluent English is required; additional languages are a strong plus.
• Capable of strategic and creative thinking with effective problem-solving skills.

Core Competencies

• Leadership skills to inspire and support the sales team by example.
• Client-centric approach focused on delivering personalized and outstanding experiences to discerning guests.
• Effective communication skills for engaging clients and collaborating internally.
• Strong time management and multitasking capabilities to meet deadlines and prioritize tasks.
• Analytical aptitude for interpreting market and sales data to inform decision-making.
• Proven negotiation expertise to close high-value deals profitably.

Work Conditions

• Full-time position requiring flexibility for evening and weekend shifts based on client needs and events.
• Travel requirements may exist for client meetings or industry gatherings.
• Ability to perform under pressure and consistently achieve sales goals within a competitive landscape.

Compensation and Benefits

• Competitive salary paired with a performance-based commission scheme.
• Benefit packages may include healthcare, retirement plans, travel discounts, and other perks.