Guest experience Agent

Makkah
Permanent
Full-time

20 days ago

Company DescriptionNovotel Thakher Makkah is in the heart of the holy city of Makkah. This spiritual city is rich in history, filled with devotion, and offers a unique experience for pilgrims and visitors from around the world. We'll be located in the Thakher City Project, and to bring our vision to life, we're looking to build a team that will help us launch this new hotel.Novotel Thakher Makkah will feature 1461 rooms and suites, a variety of dining outlets, meeting rooms, and a prayer hall, providing a comfortable and welcoming environment. We aim to be more than just a place to stay, offering genuine hospitality and a tranquil atmosphere for guests on their spiritual journey. Our goal is to provide exceptional service, ensuring every guest feels at home.Job DescriptionWe are seeking an enthusiastic and customer-focused Guest Experience Agent to join our team in Makkah, Saudi Arabia. As a Guest Experience Agent, you will be the face of our organization, ensuring that every guest receives exceptional service from arrival to departure. Your role will be crucial in creating memorable experiences and fostering lasting relationships with our valued guests.

Welcome guests and manage the check-in and check-out processes efficiently
Provide personalized assistance and information to guests throughout their stay
Handle guest inquiries, requests, and concerns promptly and professionally
Collaborate with other departments to ensure seamless guest experiences
Maintain accurate guest records and manage reservations using property management systems
Assist with concierge services, including local recommendations and booking arrangements
Monitor and maintain cleanliness and organization in front-of-house areas
Process payments and handle cash transactions accurately
Uphold the highest standards of customer service and professionalism at all times
Participate in ongoing training and development initiatives to enhance guest service skills
Assist in emergency situations and ensure guest safety protocols are followed

Qualifications

Proven experience in customer service, preferably in the hospitality industry
Strong interpersonal and communication skills, with the ability to interact effectively with diverse guests
Fluency in English; proficiency in Arabic or other languages is highly advantageous
Excellent problem-solving abilities and attention to detail
Proficiency in computer systems and property management software
Ability to work flexible hours, including nights, weekends, and holidays
Understanding of Middle Eastern clientele and culture
Knowledge of the luxury travel industry and its standards
High level of integrity, enthusiasm, and dedication to continuous improvement
Ability to multitask and remain calm under pressure
Professional appearance and demeanor
Strong teamwork skills and ability to collaborate across departments
Basic math skills for handling financial transactions

Accor

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