Guest Service Agent

IHG Hotels & Resorts; Dammam; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading luxury hotel brand in Dammam seeks a welcoming Guest Service Agent to provide exceptional service as the first point of contact. The role involves managing guest check-ins and check-outs, assisting with inquiries, and offering knowledge on hotel services and local attractions. Ideal candidates will demonstrate a passion for customer service along with flexibility to work shifts in a fast-paced environment. A competitive salary and benefits package will be offered, fostering professional growth through training programs.

Benefits

Competitive salary

Comprehensive benefits package

Professional growth training programs

Qualifications

• Previous experience in a customer-facing role, preferably in hotel front office.
• Fluency in English is essential; Arabic or a third language is a bonus.
• Impeccable personal presentation and calm demeanor under pressure.

Responsibilities

• Manage guest registration and departure process.
• Welcome guests and anticipate their needs.
• Provide knowledge of hotel services and local attractions.
• Handle payments, manage hotel switchboard, and follow safety procedures.

Skills

Customer service

Problem-solving

Communication

Flexibility

Education

High school diploma

Degree in Hospitality Management

Tools

MS Office Suite

Property Management Systems (PMS)

Job description

Join Our Front Office Team as a Guest Service Agent at the First Vignette Collection in KSA!

We are looking for a welcoming, energetic, and detail-oriented Guest Service Agent to be the first point of contact and the face of the First Vignette Collection in the Kingdom of Saudi Arabia (Carlton Al Moaibed Hotel). This is a pivotal role for individuals passionate about creating exceptional, personalized experiences and launching a successful career in luxury hospitality. If you have a passion for people and a commitment to service excellence, we encourage you to join our dynamic team.

• Primary Responsibilities: Guest Check-in/Check-out: Efficiently manage the guest registration and departure process, ensuring accuracy and providing a seamless, memorable experience.
• Customer Service: Warmly welcome guests, anticipate their needs, and respond promptly and courteously to all inquiries, requests, and concerns, escalating issues when necessary.
• Information Hub: Provide in-depth knowledge of hotel services, facilities, local attractions, and dining options, acting as a personal concierge for guests.
• Cash and Billing Handling: Accurately process payments, post charges, prepare folios, and handle currency exchange according to hotel financial procedures.
• Communication & Coordination: Maintain clear and consistent communication with other departments (Housekeeping, F&B, Maintenance) to ensure all guest requests are fulfilled promptly.
• Telephone Operations: Manage the hotel switchboard, directing calls, taking messages, and handling wake-up call requests with professionalism.
• Safety & Security: Be aware of and follow all safety and security procedures to ensure a safe environment for guests and colleagues.
• Requirements: Education: High school diploma or equivalent; a degree or diploma in Hospitality Management or a related field is a plus.
• Experience: Previous experience in a customer-facing role, preferably within a hotel front office, luxury retail, or customer service environment, is an advantage, but passionate fresh graduates are welcome to apply.
• Technical Skills: Proficiency in MS Office Suite; working knowledge of Property Management Systems (PMS) such as Opera is highly desirable.
• Communication: Excellent written and verbal communication skills in English are essential. Fluency in Arabic is a significant advantage; proficiency in a third language is a bonus.
• Presentation & Demeanor: Impeccable personal presentation and a professional, friendly, and calm demeanor, even during peak operational times.
• Attributes: A genuine passion for delivering exceptional customer service, a high level of empathy, and strong problem-solving skills.

Availability

Must be flexible to work shifts, including evenings, weekends, and public holidays, as part of a 24/7 operation.

What You Can Expect from Us

You will be joining a globally recognized brand, the First Vignette Collection in KSA, which is dedicated to fostering a diverse and inclusive workplace. We offer a competitive salary and a comprehensive benefits package. We are committed to your professional growth through continuous training and development programs. Join us to be the heart of our hotel, delivering IHG's signature hospitality and creating memorable moments for every guest.

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.