Client Relations and Experience Coordinator

Client Relations and Experience Coordinator

Key Areas of Responsibilities

• Receive and manage initial booking inquiries for Thuwal Private Retreat, providing timely and personalized responses while gathering key information about the client’s requirements and expectations.
• Pre-screen and qualify potential guests by understanding their preferences, purpose of stay, preferred dates, group size, budget, and experience requirements.
• Provide prospective guests with relevant information about the retreat, accommodation, experiences, and services to support their initial inquiry and create a positive first impression.
• Accurately capture and maintain client details and inquiry information to ensure a complete and effective handover.
• Handover qualified inquiries and relevant client information to the Sales team for follow-up, conversion, and further reservation management.
• Coordinate closely with the Sales team to ensure a seamless transition from initial inquiry and qualification to the sales and reservation process.
• Manage and coordinate all guest-related communication and logistics throughout the guest journey, including transportation arrangements, excursions, activities, arrival, departure, and in-stay requirements.
• Collect, maintain, and communicate comprehensive guest details, including arrival and departure information, transportation requirements, preferences, special occasions, dietary requirements, activities, and other relevant requests, while ensuring confidentiality and accuracy.
• Coordinate airport, marina, and island transfers, ensuring seamless transportation arrangements before arrival, throughout the stay, and upon departure.
• Personally attend to guests during arrival and departure and, when required, throughout their stay, providing a warm and personalized welcome, assisting with logistics, and ensuring that expectations are met.
• Monitor the guest journey in real time and proactively address any changes, delays, special requests, or unexpected requirements to ensure a seamless and luxurious experience.
• Conduct pre-arrival and in-stay follow-ups with guests to confirm arrangements, anticipate needs, and identify opportunities to enhance their experience.

Key Qualifications

• College / University graduate preferred.
• A proactive and dynamic approach with a passion for luxury hospitality and creating memorable experiences.
• Exceptional interpersonal and communication skills, with the ability to build and maintain relationships with affluent clientele and local partners.
• Strong organizational skills and an ability to manage multiple projects and reservations simultaneously.
• Problem-solving abilities to address guest concerns effectively.
• Detail-oriented, with a strong focus on delivering outstanding service and personalized experiences.
• Knowledge of services to provide well-informed recommendations to guests.
• Reading, writing, and oral proficiency in Arabic and English.
• Working knowledge of computer systems and software. Microsoft Office – Opera Sales System or similar system.
• Excellent telephone manner and ability to communicate with customers and all levels of management.
• Ability to work effectively under pressure and handle several projects/deadlines.
• Sales and/or event coordination experience is needed.