Guest One Touch Service Agent Saudi Only

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 hotels 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.

Qualifications :

• Diploma or Bachelors 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.

Additional Information :

• Enjoy discounted Heartist rates across our global network of 5600 properties 10000 food and beverage venues and wellness centers.
• Grow and travel with your career globally across more than 110 countries 45 hotel brands from luxury and lifestyle to premium and economy.
• Continuous learning and investment into your capability.

* This role is for Saudis only.

Remote Work :

No

Employment Type :

Full-time