Front Desk Agent

Company Description

Raffles & Fairmont the Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to two nature-focused resorts. With 361 rooms, 11 distinct dining concepts, including overwater restaurant with views of the Red Sea and the mangroves, and a Spa.

Raffles The Red Sea will be a sanctuary of refined elegance and timeless luxury, nestled within Saudi Arabia's extraordinary Red Sea destination. Blending Raffles' legendary graciousness and personalized service with the natural beauty and sustainability ethos of Red Sea Global, the property offers a curated haven for the world's most discerning travelers.

Job Description

Key Responsibilities

Guest Arrival & Departure Experience:

• Provide a warm, elegant, and personalized welcome to all guests, addressing them by name whenever possible.
• Perform check-in and check-out procedures efficiently while ensuring accuracy, confidentiality, and attention to detail.
• Anticipate guest needs and proactively offer assistance, upgrades, or tailored services in line with Raffles standards.
• Ensure a seamless first and last impression that reflects the heritage and prestige of the Raffles brand.

Guest Relations & Service Excellence:

• Handle guest inquiries, requests, and concerns with professionalism, empathy, and a solution-oriented approach.
• Maintain comprehensive knowledge of hotel facilities, services, events, and local attractions to provide informed guidance.
• Record and communicate guest preferences, special occasions, and feedback to personalize future stays.
• Resolve service challenges promptly, escalating when necessary, while ensuring guest satisfaction and loyalty.

Operational Excellence:

• Ensure accurate room assignment, billing, and payment processing in compliance with hotel policies.
• Maintain up-to-date guest profiles and reservations in the property management system.
• Coordinate closely with Housekeeping, Concierge, Butler Service, Bell Desk, and other departments to ensure room readiness and guest satisfaction.
• Adhere to cash handling procedures and audit standards at all times.

Standards, Etiquette & Brand Representation:

• Uphold Raffles grooming, etiquette, and communication standards consistently.
• Demonstrate refined body language, polished verbal skills, and cultural sensitivity in every interaction.
• Act as a brand ambassador, promoting Raffles values, heritage, and service philosophy.

Compliance & Professional Development:

• Ensure compliance with hotel safety, security, and confidentiality policies.
• Protect guest privacy and handle sensitive information with discretion and integrity.
• Participate in brand training, service culture programs, and continuous development initiatives.

Qualifications

Qualifications & Experience:

• Minimum 1–2 years of experience in Front Office or Guest Services within a luxury or five-star hotel environment preferred.
• Degree or diploma in Hospitality Management or related field is an advantage.
• Experience with hotel property management systems (Opera or equivalent preferred).

Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong attention to detail with high standards of accuracy.
• Ability to multitask while maintaining composure and elegance under pressure.
• Problem-solving mindset with a guest-centric approach.
• Proficiency in Microsoft Office and hotel systems.
• Fluency in English required; additional languages are highly desirable.

Personal Attributes:

• Genuine passion for luxury hospitality and guest service.
• Polished, professional appearance and demeanor.
• Warm, gracious, and confident personality.
• Flexible and willing to work shifts, including weekends and holidays.
• Trustworthy, discreet, and culturally aware.

Additional Information

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination, scheduling, and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.