Guest Service Agent (Saudi only)

Accor Hotels; Al Khobar; On-site; SAR 120,000 - 150,000; Full time

Job summary

A major hotel group located in Al Khobar, Saudi Arabia is seeking a dedicated professional to provide excellent customer service through effective communication, maintaining a high standard of guest relations, and performing various administrative tasks with a calm demeanor in high-pressure situations. This role is critical to the guest experience and involves teamwork and responsibility.

Qualifications

• Proficiency in English (verbal and written), second language is an asset.
• Previous customer related experience preferred.
• Strong interpersonal and problem solving abilities.

Responsibilities

• Consistently offer professional, friendly and engaging service.
• Process all external and internal calls and emails.
• Maintain the upkeep of all telephone and related equipment.

Skills

Proficiency in English

Customer service experience

Interpersonal skills

Problem-solving abilities

Ability to work under pressure

Tools

PMS experience

Microsoft Windows applications

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
• Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
• Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
• Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
• Maintain information confidentiality.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
• Receive wake‑up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake‑up calls at the requested time.
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
• Receives and logs into the Table Management System the restaurant reservations requests with all information required.
• Maintaining the communication with the guests regarding the lost & found items.
• Creating amenities in the system for the efficient delivery and cross charging.
• Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
• Promotes and leads a service driven, results driven work environment.
• Follow department policies, procedures and service standards.
• Follow all safety policies and promotes a safe work environment.
• Other duties as assigned.

Qualifications

• Proficiency in English (verbal and written), second language an asset
• Previous customer related experience preferred
• Previous PMS experience an asset
• Computer literate in Microsoft Window applications an asset
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment

• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.