Company Description
The FAENA Movement is a journey of art, culture, and community. Rooted in the soulful traditions of the South and elevated by imaginative design, our culture celebrates authentic hospitality and transformative experiences. We create spaces where dreams are brought to life—through bold ideas, meaningful collaboration, and a deep sense of purpose.
As we continue our expansion into the Kingdom of Saudi Arabia, FAENA The Red Sea will mark a new chapter—visionary in spirit, exceptional in execution. We’re building more than a hotel; we’re shaping a world of beauty, wonder, and connection. If you’re driven by creativity, excellence, and a desire to be part of something extraordinary, we invite you to help bring this vision to life.
Job Description
At FAENA The Red Sea, every conversation is an experience. As a Guest Experience Agent (Telephones), you will serve as the voice of the resort, creating seamless, personalized, and intuitive communication that reflects the elegance, energy, and theatrical spirit of the FAENA brand.
Acting as the central communication hub of the resort, you will ensure all guest interactions are handled with warmth, precision, discretion, and Forbes-level luxury service standards. From coordinating guest requests to supporting operational flow across departments, you will play a vital role in shaping unforgettable guest journeys through exceptional communication and service excellence.
Key Responsibilities
- Act as the primary communication link for all internal and external resort calls, ensuring prompt, professional, and polished service at all times
- Answer calls within Forbes luxury service standards using refined and personalized communication etiquette
- Handle all guest interactions with warmth, discretion, professionalism, and attention to detail
- Maintain complete confidentiality of guest information, room numbers, VIP details, and sensitive communications
- Accurately process and transfer calls while minimizing delays and ensuring seamless communication flow
- Record and communicate guest requests, complaints, defects, and follow-up actions clearly and efficiently
- Coordinate closely with Front Office, Butler, Concierge, Housekeeping, Engineering, and other operational departments to ensure seamless guest experience delivery
- Manage wake-up calls, emergency calls, and priority guest requests with urgency and strict adherence to procedures
- Maintain full awareness of daily resort operations including VIP arrivals, group movements, events, and operational updates
- Promote resort facilities, services, dining venues, and experiences confidently when responding to guest inquiries
- Support reservation and guest service functions when required, including handling in-house inquiries and operational coordination
- Ensure all communication reflects Forbes 5-star standards and the elevated luxury positioning of FAENA The Red Sea
- Maintain accurate communication logs and operational records within resort systems
- Assist with guest profile updates and preferences within operational platforms including Opera and related systems
- Identify opportunities to enhance the guest experience and support revenue generation through personalized recommendations and upselling
- Handle guest concerns professionally, ensuring timely resolution, follow-up, and escalation where required
- Support onboarding and operational training for new team members when required
- Maintain exceptional grooming, professionalism, and presentation standards in line with the FAENA brand
- Ensure compliance with all health, safety, fire, emergency, and security procedures
- Report suspicious activity, fraud attempts, incidents, or operational concerns immediately to leadership
- Participate actively in departmental meetings, training sessions, Forbes preparation activities, and quality assurance initiatives
- Carry out any additional duties required to support operational excellence and unforgettable guest experiences
Qualifications
- Minimum 1 year of experience in Front Office, Operator, Guest Relations, or a similar guest-facing role within a luxury hotel or resort environment
- Previous experience in a Forbes 5-star or lifestyle luxury hospitality environment preferred
- High school diploma required; hospitality-related education or certifications preferred
- Strong verbal communication skills with excellent telephone etiquette and interpersonal abilities
- Professional, confident, and composed demeanor with exceptional attention to detail
- Ability to remain calm and solution-oriented in a fast-paced luxury environment
- Strong organizational and multitasking skills with the ability to prioritize effectively
- Experience working with hotel systems such as Opera and other guest service platforms preferred
- Excellent command of English; additional languages are considered an advantage
- Demonstrates authenticity, warmth, charisma, and an engaging personality aligned with the FAENA culture
- Passion for luxury hospitality, personalized service, and creating memorable guest experiences
- Ability to maintain discretion and confidentiality with guest and operational information
- Energetic, proactive, and motivated with a collaborative team-oriented mindset
- Strong understanding of luxury service standards, communication excellence, and guest engagement principles
