Handle internal and external guest communications promptly and professionally, maintaining a warm and engaging SLS tone.
Serve as a central point of contact for guest inquiries, requests, and service needs throughout their stay.
Provide clear and accurate information about 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 and a seamless guest experience.
Handle 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.

Guest Services (Saudi only)

About the role