We are seeking a professional, service-oriented, and proactive Guest One Touch Service Agent to join our team in Makkah, Saudi Arabia. As the primary point of contact for guests, you will provide exceptional customer service by handling all guest requests through a single point of contact, ensuring prompt resolution and creating memorable guest experiences. You will coordinate with all hotel departments to deliver seamless service while maintaining the highest standards of hospitality.

Key Responsibilities

• Serve as the primary point of contact for all guest requests, inquiries, and service needs via telephone, email, or other communication channels.
• Respond promptly and professionally to guest requests, ensuring timely follow-up and resolution.
• Coordinate with Housekeeping, Engineering, Front Office, Food & Beverage, Security, and other departments to fulfill guest requests efficiently.
• Record, track, and monitor all guest requests using the hotel's service optimization or guest request management system.
• Handle wake-up calls, restaurant reservations, transportation requests, and other concierge-related services as required.
• Provide accurate information about hotel facilities, services, operating hours, local attractions, and transportation.
• Resolve guest complaints and service recovery situations professionally, escalating issues when necessary.
• Maintain detailed and accurate records of guest interactions and requests.
• Monitor service response times and ensure all guest requests are completed within established service standards.
• Promote hotel facilities, restaurants, spa, and other services to enhance the guest experience and maximize revenue opportunities.
• Ensure compliance with hotel policies, brand standards, and guest service procedures.
• Maintain confidentiality of guest information and adhere to data privacy requirements.
• Participate in departmental meetings and training programs to continuously improve product knowledge and service delivery.
• Perform any other duties assigned by management that support the smooth operation of the hotel.

Desired Candidate Profile

Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.

Previous experience in a luxury hotel, Front Office, Guest Services, Call Center, or One Touch Service environment is preferred.

Excellent verbal and written communication skills in English; Arabic language skills are an advantage.

Strong customer service orientation with a passion for delivering exceptional guest experiences.

Excellent telephone etiquette and interpersonal skills.

Ability to multitask and prioritize requests in a fast-paced environment.

Strong problem-solving and conflict-resolution abilities.

Proficiency in Microsoft Office and hotel Property Management Systems (PMS); experience with guest request management systems is an advantage.

Ability to work flexible shifts, including evenings, weekends, and public holidays.

Professional appearance and positive attitude with strong attention to detail.

Ability to work effectively both independently and as part of a team.