Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.
Job Title: Guest Experience Agent Department: Front Office Reporting to: Guest Experience Manager / Front Office Manager Property: Shebara Resort
About UsWelcome to the next generation of hospitality excellence. At Red Sea Global Hospitality, we are committed to delivering exceptional guest experiences and creating an extraordinary work environment for our team members. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaboration—values that guide us in our pursuit of operational brilliance, innovative guest service, and sustainable practices. Joining us means you will be part of a forward-thinking, pioneering organization, shaping the future of luxury hospitality, and contributing to the elevation of the Red Sea Global brand.
The Role As a Guest Experience Agent, you will play an important role in creating memorable and personalized experiences for our guests, ensuring their needs are met with warmth, professionalism, and attention to detail. You will be one of the key points of contact for guests throughout their stay, providing personalized assistance, responding to requests, and ensuring the highest standards of guest satisfaction.
The Guest Experience Agent acts as a brand ambassador for Red Sea Global Hospitality, creating a lasting impression through professional, friendly, and anticipatory service. You will support the guest journey from pre-arrival arrangements through departure, ensuring that guest preferences, requests, and special occasions are handled seamlessly and communicated effectively to the relevant departments.
Your role involves handling guest inquiries, assisting with concerns and requests, providing information about the resort and its services, and working closely with other departments to ensure a smooth and exceptional guest experience.
At Red Sea Global Hospitality, we take great pride in representing our resorts and the Kingdom of Saudi Arabia to visitors from around the globe. We uphold a values-led culture for both our guests and our colleagues, collaborating closely to deliver unparalleled service excellence.
Key Areas of Responsibilities:Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality employees continuously innovate in caring for the needs of the business, their guests, and their colleagues. As a Guest Experience Agent you will need to:
Guest Experience Welcome and engage with guests in a warm, friendly, and professional manner throughout their stay. Act as a key point of contact for guests, responding promptly and professionally to inquiries, requests, and concerns. Anticipate guest needs and provide thoughtful, personalized service to enhance their overall experience. Assist with pre-arrival arrangements and ensure guest preferences, special occasions, and requests are properly recorded and communicated. Provide personalized assistance to VIP, high-profile, and repeat guests in line with established service standards. Assist guests with information about the resort, facilities, restaurants, activities, services, and surrounding attractions. Handle guest concerns and complaints with empathy and professionalism, escalating issues to the Guest Experience Manager or relevant department when necessary. Follow up on guest requests and concerns to ensure they are resolved effectively and to the guest’s satisfaction. Monitor guest feedback and communicate relevant comments or concerns to the Guest Experience Manager. Ensure every guest interaction reflects the values and service standards of Red Sea Global Hospitality.
Guest Arrival & Departure Assist with guest arrivals and departures, ensuring a smooth, welcoming, and personalized experience. Support the Front Office team during check-in and check-out processes when required. Ensure guest requests and preferences are communicated to the appropriate departments before and during the guest’s stay. Assist with special arrangements for VIP guests, celebrations, anniversaries, birthdays, and other occasions. Ensure guests receive accurate information regarding hotel services, facilities, activities, and operating hours.
Guest Engagement & Loyalty Build positive and professional relationships with guests to encourage satisfaction and loyalty. Recognize returning and VIP guests and provide personalized service based on available guest preferences and history. Identify opportunities to exceed guest expectations through thoughtful service and personalized touches. Promote relevant resort services, experiences, activities, and facilities to enhance the guest experience. Support guest recognition and loyalty initiatives as directed by management.
Communication & Collaboration Serve as a liaison between guests and hotel departments to ensure the timely delivery of requested services. Communicate guest preferences, requests, and special requirements clearly and accurately to relevant departments. Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, Recreation, and other operational teams to ensure a seamless guest experience. Maintain effective communication with colleagues across shifts to ensure continuity of guest service. Escalate operational issues or guest concerns promptly to the appropriate supervisor or manager. Support colleagues and other departments whenever required to maintain smooth hotel operations.
Operational Excellence Maintain accurate records of guest requests, preferences, feedback, and service recovery actions. Ensure all guest requests are properly logged, followed up, and closed within the required timeframe. Follow established Front Office and Guest Experience procedures, standards, and service guidelines. Maintain confidentiality of guest information and handle personal details with discretion and professionalism. Ensure all guest interactions are conducted in accordance with the property’s service standards and brand values. Assist in maintaining a clean, organized, and welcoming Guest Experience area. Support the Guest Experience Manager and Front Office team in maintaining high levels of guest satisfaction and operational efficiency. Participate in daily briefings and remain informed about VIP arrivals, special occasions, guest preferences, and operational updates. Perform any other duties required to ensure the smooth operation of the Front Office department and deliver an exceptional guest experience.
In Return,What We Offer Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move. Competitive compensation package. Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality. Health Insurance coverage whilst in service. A supportive and inclusive work environment that values diversity and collaboration. Employee Recognition Programmes.
Accessibility and Adjustments We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.
Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.