Guest Services Agent

Fairmont Hotels and Resorts; Remote; SAR 120,000 - 150,000; Full time

Job summary

A luxury hotel in Riyadh is seeking passionate individuals for front desk positions. Responsibilities include managing check-ins/outs, ensuring guest satisfaction, and maintaining high service standards. Candidates must be Saudi nationals, hold a bachelor's in hotel management or tourism, and be proficient in Arabic and English. Exceptional communication and guest-handling skills are crucial. Competitive benefits and professional development opportunities are offered within a prestigious hotel brand.

Benefits

Competitive extended benefits package

Employee Travel Program

Comprehensive Wellness Platform

Discounts on food & beverage

Development opportunities across Accor properties

Qualifications

• Saudi nationality is required.
• Previous experience in front desk or customer service is advantageous.
• Ability to use hotel reservation and billing systems.

Responsibilities

• Prepare for daily arrivals and handle check-ins and check-outs.
• Maintain high standards in check-in and check-out procedures.
• Resolve guest complaints and ensure a smooth experience.

Skills

Proficient in Arabic and English

Excellent communication skills

Guest-handling skills

Education

Bachelor's degree in Hotel Management or Tourism

Job description

Company Description

Fairmont RAMLA RIYADH seeks passionate and adventurous individuals to join our incredible team in the KSA heart of Riyadh. Our hotel offers various jobs in over thirty departments and is sure to have something that sparks your interest. We pride ourselves on the work/play lifestyle that is working in Fairmont RAMLA Riyadh and we do our best to ensure your quality of life is elevated when working for us. If you have ever dreamed of working in a luxury hotel, don't miss out on this opportunity.

Our commitment to Diversity & Inclusion

Since 1907, Fairmont Hotels & Resorts has been dedicated to crafting unforgettable experiences for both guests and colleagues alike. Essential to this success has been diversity, equity, and inclusion woven into the fabric of our brand's DNA. We pride ourselves on being an equal‑opportunity employer, fostering an open and inclusive culture that welcomes everyone, empowers all colleagues, and cultivates individual and collective innovation and performance. Our ambition is to provide all of our Talent with fair and equitable opportunities to grow to attain their full potential. We believe that diversity in our teams not only enriches the lives of our Talent but also provides the best possible experience to everyone who visits our iconic hotels and resorts worldwide.

Brand Campaign

Fairmont has launched a new global brand campaign, “Make Special Happen,” celebrating its heritage of hosting iconic events and creating memorable experiences for guests.

Job Description

Duties & Responsibilities

• Prepare for daily arrivals by allocating rooms and checking for any special guest requests.
• Check‑In and Check‑Out: Register and process check‑ins for all arrivals, ensuring a smooth experience; update guest information (email, phone number, country code) in the system after check‑in; flag “No post” status for guests who have not paid their deposit and ensure accounts are fully charged.
• Cashiering Duties: Handle cashiering responsibilities, including foreign exchange transactions and night audit tasks; settle accounts upon guests' departure.
• Maintain high standards in check‑in and check‑out procedures according to Leading Quality Assurance (LQA) guidelines.
• Provide friendly, courteous service, responding promptly to all guest requests and inquiries.
• Respect guest privacy and confidentiality by not disclosing any personal information.
• Handle walk‑in reservations and process call‑in reservations outside regular hours.
• Update the Shomoos government system with guest ID and passport information.
• Resolve guest complaints and liaise with relevant departments for immediate follow‑up.
• Handle the issuance of guest room key cards, ensuring effective control for security.
• Review the logbook for outstanding tasks and special assignments for the day.
• File daily reception reports and maintain systematic documentation.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and the Rooms Division Manager regarding VIPs and hotel functions.
• Attend briefings, take notes, and follow up on action items.
• Upselling: Drive upselling opportunities to enhance guest experiences and increase revenue.
• Assist at the Information counter, Foreign Exchange, Night Audit, and Business Center as assigned.
• Ensure perfect grooming and professionalism at all times.
• Carry out any other reasonable tasks as requested by management.

Qualifications

Required Qualifications

• Saudi nationality.
• Bachelor's degree in Hotel Management, Tourism, or a related field.
• Previous experience in front desk or customer service (an advantage).
• Proficient in Arabic and English (speaking and writing).
• Excellent communication and guest-handling skills.
• Ability to use hotel reservation and billing systems.
• Maintain professional appearance and behavior at all times.

Additional Information

What is in it for you:

• Competitive extended benefits package including medical, vision, and dental for full‑time permanent status.
• Employee Travel Program.
• Comprehensive Wellness Platform.
• Discounts on food & beverage.
• Opportunity to develop your talent and grow within Fairmont RAMLA RIYADH and over 5,000 properties with Accor.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. To discover the life that awaits you at Accor, visit: https://careers.accor.com/

Do what you love, care for the world, and dare to challenge the status quo! #BELIMITLESS