Guest Experience Agent - Front Office
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Key skills for this role
About the Role
FAENA seeks a Guest Experience Agent for The Red Sea to deliver luxury front office service. You will manage arrivals/departures, build guest relationships, and coordinate with resort teams.
Key Skills for This Role
Responsibilities
- Deliver exceptional front office service aligned with Forbes standards
- Manage guest arrivals and departures efficiently
- Maintain awareness of daily resort operations including VIP arrivals and events
- Build strong guest relationships through recognition and personalization
- Respond to guest inquiries and concerns promptly
- Act as liaison between Front Office, Concierge, Butler, Housekeeping, and Engineering
- Support concierge services including reservations and special requests
- Handle guest accounts, payments, and cashiering accurately
- Maintain and update guest profiles using Opera
- Assist with luggage handling and airport transfers coordination
- Promote resort facilities and identify upselling opportunities
- Follow daily shift checklists and ensure accurate handovers
Requirements
- Experience in luxury hospitality or front office role
- Proficiency in Opera or similar PMS
- Strong communication and interpersonal skills
- Ability to handle guest inquiries and resolve issues
Full Job Posting
Overview
- At FAENA The Red Sea, every arrival sets the tone for something extraordinary. As a Guest Experience Agent, you are the first point of connection and the lasting impression bringing the brand to life through intuitive service, genuine warmth, and attention to detail.
- Acting as a key liaison between guests and the resort, you ensure every interaction is seamless, personalized, and delivered with precision.
- From check in to departure, you anticipate needs, resolve requests with confidence, and create a sense of belonging that transforms each stay into a memorable experience.
Key Responsibilities
- Deliver exceptional front office service aligned with Forbes standards and luxury hospitality expectations
- Manage guest arrivals and departures efficiently, ensuring a smooth and welcoming experience
- Maintain full awareness of daily resort operations, including VIP arrivals, events, and occupancy
- Build strong guest relationships through recognition, personalization, and preference tracking
- Respond to guest inquiries, requests, and concerns promptly and professionally
- Act as a liaison between Front Office, Concierge, Butler, Housekeeping, and Engineering teams
- Support concierge services including reservations, guest information, and special requests
- Handle guest accounts, payments, and cashiering responsibilities with accuracy
- Maintain and update guest profiles using Opera and other systems
- Assist with luggage handling and airport transfers coordination when required
- Promote resort facilities, services, and experiences, identifying upselling opportunities
- Follow daily shift checklists and ensure accurate handovers between shifts
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