About this role
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 expectationsManage guest arrivals and departures efficiently, ensuring a smooth and welcoming experienceMaintain full awareness of daily resort operations, including VIP arrivals, events, and occupancyBuild strong guest relationships through recognition, personalization, and preference trackingRespond to guest inquiries, requests, and concerns promptly and professionallyAct as a liaison between Front Office, Concierge, Butler, Housekeeping, and Engineering teamsSupport concierge services including reservations, guest information, and special requestsHandle guest accounts, payments, and cashiering responsibilities with accuracyMaintain and update guest profiles using Opera and other systemsAssist with luggage handling and airport transfers coordination when requiredPromote resort facilities, services, and experiences, identifying upselling opportunitiesFollow daily shift checklists and ensure accurate handovers between shiftsSupport operational coverage across Front Office and Butler services when requiredEnsure compliance with health, safety, and security procedures at all times Minimum 1 year experience in Front Office or Guest Relations within a luxury hotel or resortDiploma or degree in Hospitality Management or related field preferredStrong understanding of luxury service standards (Forbes or similar)Excellent communication and interpersonal skills with a guest-first mindsetProfessional, polished, and confident in guest-facing environmentsStrong problem-solving skills with the ability to think on your feetHighly organized with attention to detail and accuracyExperience with Opera or similar hotel management systems is an advantageEnergetic, adaptable, and able to thrive in a fast-paced environmentDiscreet, trustworthy, and able to handle sensitive guest informationPassion for hospitality and creating exceptional guest experiencesMust speak fluent English and Arabic