About SLS The Red Sea

SLS The Red Sea, part of Accor's Ennismore lifestyle portfolio, is located on the Red Sea coast in Saudi Arabia. The resort features 150 guest rooms, five Food & Beverage venues, and a spa. It is recognized for its design and service standards. This is a full-time position.

The Guest Service Centre Agent Role

The Guest Service Centre Agent serves as a primary point of connection between guests and the hotel. This role involves managing communications, handling guest inquiries and requests efficiently, and providing accurate hotel information. The agent supports departmental communication to ensure a coordinated guest experience.

Key Responsibilities

• Handle internal and external guest communications promptly and professionally.
• Serve as a central point of contact for guest inquiries, requests, and service needs throughout their stay.
• Provide clear and accurate information regarding hotel facilities, dining, spa, activities, promotions, services, and local attractions.
• Coordinate guest requests with relevant departments, including Housekeeping, Engineering, Room Service, Front Office, and other operational teams.
• Log, track, and follow up on guest requests to ensure timely completion.
• Address guest feedback and concerns professionally, taking appropriate action and escalating matters when required.
• Manage wake-up call requests accurately and follow established procedures for unanswered calls.
• Transfer calls and communications accurately to the appropriate departments, guest rooms, or colleagues when required.
• Support Front Office operations during night hours, including assisting with room availability and booking inquiries when required.
• Respond calmly and efficiently to emergency communications and follow established hotel emergency procedures.
• Maintain strict confidentiality and security when handling guest information and sensitive operational matters.
• Accurately record guest messages, requests, service notes, and relevant information in Opera PMS and other designated hotel systems.
• Review and maintain accurate guest information in hotel systems in accordance with established procedures.
• Monitor communication systems and promptly report any technical issues to the Supervisor or Engineering team.
• Maintain accurate daily logs and operational reports relating to guest requests, communications, and service performance.
• Stay updated on daily arrivals, in-house VIPs, special occasions, events, hotel activities, and relevant operational information.
• Promote appropriate hotel services and experiences based on guest needs and preferences.
• Maintain a professional and organized Guest Service Centre environment and ensure all equipment is ready for operation.
• Follow departmental Standard Operating Procedures (SOPs), service standards, training guidelines, handovers, and communication procedures.
• Support the onboarding and cross-training of new colleagues when required.
• Participate in departmental briefings, meetings, training, and continuous development activities.
• Support additional Guest Service Centre, Front Office, and administrative duties as required by the Supervisor or Management team.

Qualifications and Experience

• High School Diploma or higher; a qualification in Hospitality, Guest Services, or a related field is preferred.
• Minimum of 1–2 years of experience in Guest Services, Front Office, Call Centre, PBX, or a similar guest-facing role, preferably within a luxury or lifestyle hotel.

Required Skills and Attributes

• Excellent command of spoken and written English, with a clear, confident, and professional telephone manner.
• Proficiency in Microsoft Office and Opera PMS; experience with hotel communication or guest request management systems is an advantage.
• Strong guest service, communication, and interpersonal skills with a professional approach.
• Ability to multitask, prioritize, and respond efficiently in a fast-paced environment.
• Attention to detail with a strong commitment to guest privacy and confidentiality.
• Strong coordination and follow-up skills, with the ability to communicate effectively across hotel departments.
• Flexible and composed under pressure.
• Comfortable working effectively within a diverse and multicultural team environment.

Application Information

This full-time position offers an opportunity to contribute to the guest experience at SLS The Red Sea.