Guest Service Centre Agent

Company Description

Welcome to SLS The Red Sea, where bold creativity and unapologetic luxury come to life.

Part of Ennismore’s globally celebrated lifestyle portfolio, SLS Hotels are known for redefining hospitality through striking design, elevated service, and magnetic social energy. Now open on the Red Sea coast, SLS The Red Sea stands as one of Saudi Arabia’s most exciting lifestyle destinations.

The resort features 150 impeccably designed keys, five dynamic Food & Beverage venues, and a luxurious spa sanctuary, offering guests a seamless blend of indulgence, entertainment, and escape. From vibrant dining experiences to moments of pure relaxation, every detail is crafted to surprise, inspire, and connect.

More than a hotel, SLS The Red Sea is a living stage—a place where creativity thrives, individuality is celebrated, and bold ideas are encouraged. As the journey continues beyond opening, we are building a passionate team to shape the future of this iconic destination. If you’re driven by excellence, energized by lifestyle hospitality, and ready to be part of something extraordinary, this is where your story continues.

Job Description

At SLS The Red Sea, every interaction is an opportunity to create a memorable guest experience. As a Guest Service Centre Agent, you will be a central point of connection between our guests and the hotel — delivering warm, confident, and seamless communication while ensuring every request is handled with care, efficiency, and the distinctive personality of SLS.

From assisting with guest inquiries and coordinating service requests to providing hotel information and supporting communication across departments, you will play an essential role in making the guest journey effortless. With attention to detail, strong communication, and a genuine passion for hospitality, you will ensure every interaction reflects the bold, elevated, and service-driven spirit of SLS The Red Sea.

Key Responsibilities

• 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.
• Maintain a professional and organized Guest Service Centre environment and ensure all equipment is ready for operation.
• Follow departmental SOPs, service standards, training guidelines, handovers, and communication procedures.
• Support the onboarding and cross-training of new colleagues when required.
• Participate in departmental briefings, meetings, training, and continuous development activities.
• Support additional Guest Service Centre, Front Office, and administrative duties as required by the Supervisor or Management team.

Qualifications

• High School Diploma or higher; a qualification in Hospitality, Guest Services, or a related field is preferred.
• Minimum 1–2 years of experience in Guest Services, Front Office, Call Centre, PBX, or a similar guest-facing role, preferably within a luxury or lifestyle hotel.
• Excellent command of spoken and written English is essential, with a clear, confident, and professional telephone manner.
• Proficiency in Microsoft Office and Opera PMS; experience with hotel communication or guest request management systems is an advantage.
• Strong guest service, communication, and interpersonal skills with a warm and professional approach.
• Ability to multitask, prioritize, and respond efficiently in a fast-paced environment.
• Excellent attention to detail with a strong commitment to guest privacy and confidentiality.
• Strong coordination and follow-up skills, with the ability to communicate effectively across hotel departments.
• Proactive, flexible, and composed under pressure, with a genuine passion for delivering exceptional guest experiences.
• Comfortable working effectively within a diverse and multicultural team environment.