Guest Services Associate - Concierge

About the position:

The Guest Service Associate - Concierge at Rosewood Red Sea is a key ambassador of the resort and the Red Sea destination. This role is responsible for curating highly personalized, transformative experiences that reflect Rosewood’s Relationship Hospitality guiding philosophy and Red sea’s focus on well-being, art, culture and sustainability. The position serves as the main point of contact for guest inquiries and arrangements before arrival, during the stay, and post-departure coordinating seamlessly with internal departments and trusted external partners (yacht marina, cultural and marine-activity providers) to deliver intuitive, discreet and ultra-luxury service at all times.

Essential Duties

Welcome guests at the Concierge Desk and in the lobby with a warm, confident and polished presence.

Accurately and record all requests and arrangements in the systems (Alliants and Unifocus)

Build genuine relationships with guests, recognizing repeat visitors and VIPs and capturing preferences in guest profiles.

Anticipate needs and present curated experience options (yachting, diving, wellness retreats, art tours, desert activities, cultural excursions) aligned with the guest’s lifestyle and purpose of stay.

Ensures the implementation of Rosewood Brand, Forbes and Leading Quality Assurance (LQA) standards.

Comprehensive understanding of guest and resident mobility ( Airport Arrival, Guest Private Car Arrival, Guest private Yacht Arrival and Guest Seaplane Arrival).

Destination Expertise by maintaining deep, up-to-date knowledge of The Red Sea marine environment (snorkeling, diving sites, coral-friendly practices, yacht routes).

Provide tailored, story-driven recommendations that connect guests emotionally to the destination, culture and environment, not just to activities.

Arrangements, Experiences & Itineraries. Coordinate and confirm:

a. Airport and private terminal transfers, VIP fast-track, limousine services and helicopter/seaplane transfers where applicable.

b. Yacht and marina services (day charters, sunset cruises, private onboard experiences) in coordination with approved partners.

c. Marine activities (snorkeling, diving, marine biologist tours, eco-friendly excursions) in line with Red Sea environmental guidelines.

d. ASAYA for wellness and longevity experiences (spa journeys, retreats, fitness sessions, visiting consultants).

e. Cultural, art and nature activities (art gallery visits, local crafts, desert experiences, stargazing).

Design and manage personal itineraries for VIPs, long-stay guests and families, ensuring smooth timing, confirmations and transportation.

Communication & Cross Departmental Coordination

a. Front Desk & Guest Relations for arrivals, departures, in-house VIPs and special requests.

b. Bell/Door team for luggage handling, transportation staging and guest flow in the lobby.

c. Housekeeping, Butler and Engineering for in-room special setups and technical requests related to experiences.

d. ASAYA, F&B and Explorer to secure preferred times, special menus and family activities.

Proactively follow up on all guest requests until fully completed; update guests in a timely and transparent manner.

Ensure that guest preferences and special notes are captured and updated for future stays, supporting guest recognition and personalization.

Support monitoring and responding to guest feedback related to Concierge and experiences, in coordination with the Chief Concierge and Director of Front Services.

Promote experiences and partners that align with the resort’s sustainability and regenerative tourism goals, avoiding any activities that could harm the marine or desert environment.

Ensure all recommendations and services adhere to local laws, safety regulations and internal policies.

Maintain strict confidentiality and discretion, especially for high-profile and VIP guests.

Support colleagues during busy periods (arrivals/departures, group check-ins, event days) both at the desk and in the lobby.

Participate in daily briefings, sharing updates on new experiences, partner update, marine conditions and events.

Actively contribute ideas to enhance guest journeys, local programming and Sense of Place® touchpoints.

RESPONSIBILITIES:

Checks the Pass On, the Daily Calling at the beginning of the duty

Hands-over the shift properly.

Addresses the guests by name, not Room Number

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended

Always maintain positive guest relations.

Resolve guest complaints, ensuring guest satisfaction.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Maintain complete knowledge of:

a. All hotel features/services, hours of operation.

b. All hotel restaurant food concepts, menu price range, dress code and ambiance.

c. All hotel room types, numbers/names, layout, appointments, amenities and locations.

d. All hotel room rates, special packages and promotions.

e. Daily house count and expected arrivals/departures (particularly VIPs).

f. Scheduled daily group activities, names and location of meeting/banquet rooms.

g. Local events, attractions, holiday schedules.

Obtain department keys and beeper; ensure security of such.

Meet with Supervisor/departing Concierge to review business status and follow up actions.

Access all functions of computer system in accordance with departmental specifications.

Set up workstation with necessary supplies; maintain cleanliness throughout shift.

Legibly complete requisition for additional supplies/materials and submit to Manager.

Maintain updated resource materials on all vendors and information to accommodate guest requests.

Review designated in-house guest list and be familiar with guests' names and room locations.

Answer department telephone using correct salutations and telephone etiquette.

Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.

Coordinate guest requests with designated vendors which may include:

a. Room accommodations

b. Airline reservations, changes, cancellations

c. Transportation from hotel to airport and return

d. Bus/train transportation

e. Limousine reservations

f. Car rentals

g. Car repair and servicing

h. Charter flights/rentals

i. Babysitting services

j. Banking/financial services

k. Business center services/fax or telex services/mailing and delivery services

l. Interpretation services

m. Notary services

n. Restaurant reservations, nightclub activities

o. Dry cleaning, laundry, alterations, repairs

p. Film processing

q. Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities

r. Formal wear rentals

s. Flowers

t. Salon appointments

u. Shoe shines

v. Shopping services

w. Movie/theater/attraction tickets

x. Sightseeing tours

y. Medical services

z. Religious services

Place orders for amenities and coordinate delivery of amenities to designated guest rooms.

Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.

Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.

Assist guests in locating and retrieving lost luggage.

Distribute all guest and departmental mail.

Accept and record wake-up call requests; deliver to PBX.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Health & Safety:

Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your work place.

The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

Report any defects in the building, plant or equipment according to hotel procedure.

Ensure that any accidents to Associates, guests or visitors are reported immediately in accordance with correct procedures.

Attend six monthly Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

Be fully conversant with:

o COSHH Regulations

o Risk Assessments for your department

o Hotel Fire & Bomb Procedures

Other

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

QUALIFICATIONS:

Language: Required to speak, read and write English, with fluency in other languages preferred.

Experience: Minimum one years’ experience in a similar capacity for a luxury or ultra-luxury hotel.

Education: High school diploma.

General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Concierge department procedures; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to access, input, analyze and retrieve information from computers; exceptional oral communication skills to ensure ability to negotiate and persuade guests and associates to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in all departmental and hotel-wide meetings.

Physical Requirements: Must be able to exert physical effort in, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.