Guest Experience Agent - Front Office (Saudi National)

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