Front Office Agent

About the Company

Situated within the innovative Red Sea Project in Saudi Arabia, Raffles & Fairmont The Red Sea features two nature-themed luxury resorts. The property encompasses 361 rooms, 11 unique dining venues including an overwater restaurant with Red Sea and mangrove views, and a spa. Raffles The Red Sea blends timeless luxury and Raffles’ signature hospitality with Red Sea Global’s sustainability vision, creating an elegant sanctuary for discerning world travelers.

Role Overview

We are seeking a dedicated Front Office Agent at Fairmont The Red Sea in Umluj. This role serves as the initial point of contact for guests, providing exceptional customer service to ensure unforgettable stays. You will manage guest interactions courteously and efficiently, delivering a welcoming and professional experience from arrival through departure.

Key Responsibilities

• Warmly greet guests upon arrival and facilitate smooth check-in and check-out, ensuring accuracy and hospitality excellence.
• Handle guest reservations, adjustments, and cancellations through hotel management systems, maintaining precise records.
• Respond promptly and professionally to guest inquiries, requests, and issues, working to resolve concerns for guest satisfaction.
• Offer concierge support by recommending local attractions, dining, and activities in Umluj.
• Accurately process payments and manage financial transactions securely.
• Engage with guests through phone, email, and face-to-face interactions with friendliness and empathy.
• Collaborate with housekeeping, maintenance, and other departments to ensure a seamless guest experience.
• Keep the front desk organized and presented professionally.
• Effectively multitask and prioritize guest needs while staying composed during busy periods.
• Maintain Fairmont service standards and support a positive team environment.

Required Qualifications

• At least 2 years experience in customer service, ideally within luxury hotel or hospitality settings.
• Fluent in Arabic and English; proficiency in other languages is a plus.
• Skilled in using hotel property management systems (PMS) and reservations software.
• Strong verbal and written communication capabilities along with excellent interpersonal skills.
• Professional attitude with a genuine passion for hospitality and customer care.
• Excellent organizational and time management skills with the ability to manage multiple tasks well.
• Experience in problem-solving and conflict resolution.
• Detail-oriented with precision in handling guest data and transactions.
• Flexibility to work varied shifts including evenings, weekends, and holidays.
• Familiarity with Saudi hospitality standards and cultural sensitivities.
• Committed to professionalism, reliability, and outstanding guest service.

Additional Information

• Understanding of ultra-luxury guest expectations and brand alignment is essential.
• Experience with project coordination, scheduling, and document management during pre-opening phases is required.
• Prior involvement in hotel pre-opening operations is mandatory.
• A proactive approach marked by ownership and accountability is needed.
• Impeccable grooming and personal presentation consistent with luxury standards is expected.