Guest Services (Saudi only)

Job Description

• Handle internal and external guest communications promptly and professionally, maintaining a warm and engaging SLS tone.
• Serve as a central point of contact for guest inquiries, requests, and service needs throughout their stay.
• Provide clear and accurate information about hotel facilities, dining, spa, activities, promotions, services, and local attractions.
• Coordinate guest requests with relevant departments, including Housekeeping, Engineering, Room Service, Front Office, and other operational teams.
• Log, track, and follow up on guest requests to ensure timely completion and a seamless guest experience.
• Handle guest feedback and concerns professionally, taking appropriate action and escalating matters when required.
• Manage wake-up call requests accurately and follow established procedures for unanswered calls.
• Transfer calls and communications accurately to the appropriate departments, guest rooms, or colleagues when required.
• Support Front Office operations during night hours, including assisting with room availability and booking inquiries when required.
• Respond calmly and efficiently to emergency communications and follow established hotel emergency procedures.
• Maintain strict confidentiality and security when handling guest information and sensitive operational matters.
• Accurately record guest messages, requests, service notes, and relevant information in Opera PMS and other designated hotel systems.
• Review and maintain accurate guest information in hotel systems in accordance with established procedures.
• Monitor communication systems and promptly report any technical issues to the Supervisor or Engineering team.
• Maintain accurate daily logs and operational reports relating to guest requests, communications, and service performance.
• Stay updated on daily arrivals, in-house VIPs, special occasions, events, hotel activities, and relevant operational information.
• Promote appropriate hotel services and experiences based on guest needs and preferences.

Qualifications

• High School Diploma or higher; a qualification in Hospitality, Guest Services, or a related field is preferred.
• Minimum 1–2 years of experience in Guest Services, Front Office, Call Centre, PBX, or a similar guest-facing role, preferably within a luxury or lifestyle hotel.
• Excellent command of spoken and written English is essential, with a clear, confident, and professional telephone manner.
• Proficiency in Microsoft Office and Opera PMS; experience with hotel communication or guest request management systems is an advantage.
• Strong guest service, communication, and interpersonal skills with a warm and professional approach.
• Ability to multitask, prioritize, and respond efficiently in a fast-paced environment.
• Excellent attention to detail with a strong commitment to guest privacy and confidentiality.
• Strong coordination and follow-up skills, with the ability to communicate effectively across hotel departments.
• Proactive, flexible, and composed under pressure, with a genuine passion for delivering exceptional guest experiences.
• Comfortable working effectively within a diverse and multicultural team environment.

Additional Information

experience is an asset
Fluency in English, additional languages are a plus