Guest Services Associate - Concierge

Rosewood Hotels and Resorts; Saudi Arabia; On-site; SAR 120,000 - 180,000; Full time

Job summary

Rosewood Amaala seeks a professional Concierge Agent to welcome guests, manage personalized itineraries, and coordinate transport, yacht charters, and wellness bookings within a luxury resort context.

As a key ambassador, you will maintain Rosewood standards, assist VIP guests, and collaborate with Front Desk, Guest Relations, and Asaya teams to deliver transformative experiences reflecting the resort’s emphasis on well-being, art, culture, and sustainability.

Qualifications

• Minimum 1 year experience in a luxury or ultra-luxury hotel Concierge role.
• Excellent guest service and communication skills.
• Ability to maintain confidentiality with VIP guests.

Responsibilities

• Welcome guests at the Concierge Desk with a professional presence.
• Record guest requests in designated systems (Alliants and Unifocus).
• Develop personalized itineraries and curate experiences.
• Coordinate transportation, yacht services, and wellness bookings.
• Maintain Rosewood standards and guest privacy.

Skills

Guest service

English fluency

Attention to detail

Team collaboration

Education

High school diploma

Job description

Basic Function

The Concierge Agent at Rosewood Amaala is a key ambassador of the resort and the Red Sea destination. This role is responsible for curating highly personalized and transformative experiences that reflect Rosewood s Relationship Hospitality philosophy and Amaala s focus on well-being, art, culture and sustainability.

Essential Duties

• Welcome guests at the Concierge Desk and in the lobby with a warm confident and professional presence
• Accurately record all guest requests and arrangements in designated systems including Alliants and Unifocus
• Build genuine relationships with guests recognizing returning visitors and VIPs while maintaining detailed guest preference profiles
• Anticipate guest needs and suggest curated experiences such as yachting, diving, wellness retreats, art tours, desert activities and cultural excursions aligned with their interests and purpose of travel
• Ensure the consistent implementation of Rosewood brand, Forbes and LQA standards
• Maintain comprehensive knowledge of guest and resident arrival experiences including airport arrivals, private vehicle arrivals, private yacht arrivals and seaplane arrivals
• Develop and maintain up-to-date destination expertise regarding the Red Sea marine environment, diving and snorkeling sites, yacht routes and environmentally responsible practices
• Provide personalized and engaging recommendations that connect guests with the destination, culture and environment
• Coordinate and confirm transportation arrangements including airport transfers, VIP fast-track services, limousine transportation, helicopter transfers and seaplane transfers where applicable
• Coordinate yacht and marina services including yacht charters, sunset cruises and private onboard experiences with approved partners
• Arrange marine experiences such as snorkeling, diving, marine biologist tours and eco-friendly excursions in accordance with Red Sea environmental guidelines
• Coordinate wellness and longevity experiences through Asaya including spa journeys, retreats, fitness sessions and visiting consultant appointments
• Arrange cultural, artistic and nature-focused activities including gallery visits, local crafts experiences, desert adventures and stargazing
• Design and manage personalized itineraries for VIPs, long-stay guests and families ensuring seamless scheduling, transportation and confirmations
• Coordinate closely with Front Desk and Guest Relations teams regarding arrivals, departures, VIP guests and special requests
• Work collaboratively with Bell and Door teams to ensure efficient luggage handling, transportation staging and lobby guest flow
• Coordinate special experience requirements with Housekeeping, Butler Services and Engineering teams
• Work closely with Asaya Food & Beverage and Explorer teams to secure preferred reservations customized experiences and family activities
• Proactively follow up on all guest requests until completion and provide timely updates to guests
• Maintain accurate guest preferences and special notes to support future personalization and guest recognition
• Assist in monitoring and responding to guest feedback related to Concierge services and guest experiences
• Promote experiences and partnerships that support sustainability and regenerative tourism initiatives
• Ensure all recommendations and services comply with local laws, safety regulations and company policies
• Maintain strict confidentiality and discretion particularly for VIP and high-profile guests
• Support colleagues during peak operational periods including arrivals, departures, group check-ins and events
• Participate in daily briefings and share updates regarding experiences, partner information, marine conditions and local events
• Actively contribute ideas to enhance guest journeys, local programming and Sense of Place experiences

Responsibilities

• Review the pass-on log and daily calling sheet at the beginning of each shift
• Conduct comprehensive shift handovers
• Address guests by name rather than room number whenever possible
• Maintain complete knowledge of and comply with all departmental policies, procedures and service standards
• Maintain complete knowledge of the proper use and maintenance of equipment
• Promote positive guest relations at all times
• Resolve guest complaints promptly and professionally to ensure guest satisfaction
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas
• Maintain complete knowledge of all hotel facilities, services and operating hours
• Maintain knowledge of all restaurant concepts, menu price ranges, dress codes and dining atmospheres
• Maintain knowledge of all room types, room locations, layouts, amenities and features
• Maintain knowledge of room rates, packages and promotional offers
• Remain informed about occupancy levels and expected arrivals and departures particularly VIP guests
• Maintain awareness of group activities, meetings and event schedules
• Stay informed regarding local attractions, events and holiday schedules
• Ensure security of department keys, communication devices and assigned equipment
• Meet with supervisors and outgoing Concierge team members to review operational status and pending requests
• Utilize all required computer systems in accordance with departmental procedures
• Maintain a fully stocked, clean and professional workstation throughout the shift
• Submit requisitions for supplies and materials as required
• Maintain updated vendor resources to support guest requests effectively
• Review guest lists daily and remain familiar with guest names and room assignments

Qualifications

• Experience Minimum 1 year of experience in a similar role within a luxury or ultra-luxury hotel environment.
• Education High school diploma or equivalent.
• General Skills Must be able to perform duties with attention to detail, speed, and accuracy; prioritize and organize workload effectively; remain calm under pressure; solve problems using sound judgment; follow instructions thoroughly; understand guest service expectations; work collaboratively within a team environment; operate with minimal supervision; and maintain confidentiality of guest and hotel information.
• Technical Skills Strong knowledge of local attractions, restaurants, cultural experiences, and regional events. Comprehensive understanding of Concierge operations and procedures. Ability to perform basic mathematical calculations. Proficiency in using computer systems for data entry, retrieval, and analysis. Excellent verbal communication, negotiation, and guest engagement skills. Ability to communicate effectively in challenging or emotionally demanding situations. Strong memory and organizational skills, with the ability to manage multiple priorities and interruptions. Ability to participate actively in departmental and hotel-wide meetings.
• Language Fluent in spoken and written English. Additional languages are preferred.
• Physical Requirements Must be able to exert physical effort, perform various movements throughout work areas, reach both upward and downward, remain standing or stationary for extended periods, and communicate effectively with guests and colleagues.