Guest experience Agent

Company Description

Novotel Thakher Makkah is in the heart of the holy city of Makkah. This spiritual city is rich in history, filled with devotion, and offers a unique experience for pilgrims and visitors from around the world. We'll be located in the Thakher City Project, and to bring our vision to life, we're looking to build a team that will help us launch this new hotel.

Novotel Thakher Makkah will feature 1461 rooms and suites, a variety of dining outlets, meeting rooms, and a prayer hall, providing a comfortable and welcoming environment. We aim to be more than just a place to stay, offering genuine hospitality and a tranquil atmosphere for guests on their spiritual journey. Our goal is to provide exceptional service, ensuring every guest feels at home.

Job Description

We are seeking an enthusiastic and customer-focused Guest Experience Agent to join our team in Makkah, Saudi Arabia. As a Guest Experience Agent, you will be the face of our organization, ensuring that every guest receives exceptional service from arrival to departure. Your role will be crucial in creating memorable experiences and fostering lasting relationships with our valued guests.

• Welcome guests and manage the check-in and check-out processes efficiently
• Provide personalized assistance and information to guests throughout their stay
• Handle guest inquiries, requests, and concerns promptly and professionally
• Collaborate with other departments to ensure seamless guest experiences
• Maintain accurate guest records and manage reservations using property management systems
• Assist with concierge services, including local recommendations and booking arrangements
• Monitor and maintain cleanliness and organization in front-of-house areas
• Process payments and handle cash transactions accurately
• Uphold the highest standards of customer service and professionalism at all times
• Participate in ongoing training and development initiatives to enhance guest service skills
• Assist in emergency situations and ensure guest safety protocols are followed
  
  

Qualifications

• Proven experience in customer service, preferably in the hospitality industry
• Strong interpersonal and communication skills, with the ability to interact effectively with diverse guests
• Fluency in English; proficiency in Arabic or other languages is highly advantageous
• Excellent problem-solving abilities and attention to detail
• Proficiency in computer systems and property management software
• Ability to work flexible hours, including nights, weekends, and holidays
• Understanding of Middle Eastern clientele and culture
• Knowledge of the luxury travel industry and its standards
• High level of integrity, enthusiasm, and dedication to continuous improvement
• Ability to multitask and remain calm under pressure
• Professional appearance and demeanor
• Strong teamwork skills and ability to collaborate across departments
• Basic math skills for handling financial transactions