Guest Experience Agent Including Telephones

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 tasks outlined above, all team members are expected to demonstrate flexibility and a collaborative spirit. This may involve taking on additional responsibilities as needed, especially during periods of high occupancy or in emergency situations. Your willingness to assist colleagues and contribute to the overall success of the hotel is essential in maintaining our high standards of service and guest satisfaction.

What we offer

We'll reward all your hard work with a competitive salary and benefits.

Join us and you'll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit to find out more about us.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.