Guest Experience Agent

**About Us**

Kimpton Hotels & Restaurants is the original boutique hotel company, which pioneered the concept of unique, distinctive, design-forward hotels in the San Francisco, California before expanding worldwide. Anchored in one-of-a-kind experiences, Kimpton spaces and experiences centre on our guests, offering inspiring design that evokes curiosity to forward thinking flavours that feed the soul. Every detail is thoughtfully curated and artfully delivered, so that guest experiences remain meaningful, unscripted and ridiculously personal.

Our mission is to be the best-loved hotel and restaurant company through the common belief that heartfelt connections make people’s lives better. Our colleagues are empowered and encouraged to act from the heart, to go above and beyond to create ‘ridiculously personal’ experiences for each other and our guests.

We're looking for passionate, high-spirted individuals to join the pre-opening team at Kimpton Riyadh, the very first Kimpton hotel in the Middle Each. The ideal Kimpton team member has an inclusive spirit who embraces individuality and can cultivate a work environment that’s a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional.

Our hotel is only as good as the people it employs so if you’re passionate, focused and driven, live for making every guest’s experience ‘ridiculously personal’ and creating unforgettable moments, then we invite you to join the Kimpton tribe.

**About Kimpton Riyadh**

Located in King Abdullah Financial District which is set in the heart of the Saudi capital, 22-kilometers away from the airport, Kimpton Riyadh is the first Kimpton in the Middle East bringing the brand’s playful energy, infectious personality, and unique design style to this LEED certified landmark development home to 1.6 million square meters of state-of-the-art office space, world-class venues and iconic luxury residences. The hotel welcome guests to experience its 212 guest rooms and suites and to enjoy its unique dining options.

A Guest Experience Agent, including telephone duties, at an international luxury hotel plays a crucial role in ensuring guests have a seamless and enjoyable stay. Here are the typical day-to-day activities for this position:
**Day-to-Day Activities of a Guest Experience Agent**

**Handling Guest Inquiries**:
Answering phone calls and responding to guest inquiries promptly and professionally.

Providing information about room availability, rates, hotel amenities, and local attractions

**Managing Reservations**:
Assisting guests with making, modifying, and canceling reservations over the phone.

Ensuring that all reservation details are accurately recorded in the hotel's system

**Guest Interaction**:
Greeting guests upon arrival and providing a warm welcome.

Assisting guests with check-in and check-out processes, ensuring a smooth and efficient experience

**Coordinating Guest Services**:
Handling special requests, such as arranging transportation, booking restaurant reservations, and organizing tours.

Communicating with other departments to ensure guest requests are fulfilled promptly

**Problem-Solving and Issue Resolution**:
Addressing and resolving any guest complaints or issues promptly and effectively.

Escalating complex issues to the appropriate department or supervisor if necessary

**Maintaining Knowledge of Hotel and Local Area**:
Staying informed about hotel services, promotions, and events to provide accurate information to guests.

Keeping up-to-date with local attractions, restaurants, and activities to offer recommendations

**Administrative Tasks**:
Maintaining accurate records of guest interactions and requests.

Preparing reports on guest feedback and satisfaction

**Ensuring Safety and Security**:
Monitoring the lobby area and ensuring the safety and security of guests and staff.

Responding to emergency situations and coordinating with security personnel as needed

**Skills and Qualities Needed**

**Strong Communication Skills**:
Ability to communicate clearly and effectively with guests, staff, and local businesses.

**Interpersonal Skills**:
Building rapport and maintaining relationships with guests and colleagues.

**Problem-Solving Skills**:
Addressing and resolving issues promptly and effectively.

**Organizational Skills**:
Managing multiple tasks and maintaining detailed records efficiently.

**Knowledge of Local Area**:
Staying informed about local attractions, events, and services to provide accurate recommendations.

**What we need from you**

Ideally, you'll have some or all of the following competencies and experience we're looking for:

- Bachelor’s degree, higher education qualification or equivalent in Hotel Administration / Business Administration
- Two to Three years’ prior tenure in a similar role
- International luxury hotel chain background
- GCC exposure
- English Fluency is required
- Arabic Fluency is preferred

**Teamwork and Flexibility**

In addition to the t