Digital Concierge Agent

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job title
: Digital Concierge Agent

Department
: Front Office

Reporting to
: Digital Concierge Supervisor

Property:
Shebara

About Us

Welcome to the next generation of hospitality excellence. We're on a mission to recruit the finest in our industry - seize the opportunity to become part of this pioneering team. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaboration, values that guide us in creating extraordinary experiences for our guests and a thriving workplace for our team. We offer more than just a job - we provide an opportunity to shape the future of luxury hospitality.

The Role

The Digital Concierge Agent at Red Sea Global Hospitality plays a crucial role in delivering exceptional guest services through digital platforms. This position involves managing and responding to guest inquiries via chat systems, messaging platforms, and other digital communication channels. It ensures that all guest needs are met promptly and professionally, coordinating reservations, providing information, and enhancing the overall guest experience across Red Sea properties.

At Red Sea Global Hospitality, we take pride in representing our resorts and the Kingdom of Saudi Arabia to visitors from around the globe. We uphold a values-led culture for both our guests and our colleagues, collaborating closely to deliver unparalleled service excellence.

Key Areas of Responsibilities

Guest Interaction:

• Respond to guest inquiries through various digital communication platforms, including chat systems, messaging apps, and email.
• Provide accurate and timely information regarding hotel services, amenities, local attractions, and other guest needs.
• Assist guests with making reservations for dining, spa services, activities, experiences and transportation.

Reservation Management:

• Coordinate and manage reservations for restaurants, spa treatments, activities, and transportation.
• Work closely with the relevant departments to ensure availability and to accommodate special requests.
• Maintain an up-to-date knowledge of all offerings at Red Sea properties to provide personalized recommendations to guests.

Issue Resolution:

• Address and resolve guest concerns and complaints through digital channels in a professional and efficient manner.
• Escalate issues to the Digital Concierge Manager when necessary, ensuring that all matters are handled promptly.

Guest Experience Enhancement:

• Continuously seek ways to improve the digital guest experience by providing personalized and thoughtful service.
• Collect and record guest preferences and feedback to enhance future interactions.

System Management:

• Utilize the company's CRM, PMS and multiple reservation systems to manage guest interactions and reservations efficiently.
• Ensure that all guest communications are logged and tracked accurately in the system for future reference.

Collaboration:

• Work closely with the Digital Concierge Manager and other team members to ensure a seamless guest experience.
• Coordinate with other departments, such as F&B, Spa, and Transportation, to fulfill guest requests.

Key Qualifications

• Previous experience in a guest service role, preferably in a luxury hospitality environment.
• Strong communication skills, both written and verbal, with fluency in English (additional languages are a plus).
• Proficiency in using digital communication platforms, CRM systems, and reservation software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A genuine passion for delivering exceptional guest service and enhancing the guest experience.

In Return, What We Offer

• Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.
• Competitive compensation package.
• Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.
• Health Insurance coverage whilst in service.
• A supportive and inclusive work environment that values diversity and collaboration.
• Employee Recognition Programmes.
• Daily meals on duty and uniform dry-cleaning services.
• Year-round events of social, wellness programs, charity drives, and sports activities.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process and we'll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.