Company DescriptionFairmont Ramla Riyadh is a luxury hospitality destination offering premium serviced residences, exceptional dining experiences, and world-class guest services. As part of the renowned Fairmont brand, the property is committed to excellence and innovation, delivering unforgettable experiences through high standards in hospitality and culinary artsJob Description
- * Address guests' service needs in a professional and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Be fully aware of the "Talk of the Walk" for the day, ensuring relevant information is communicated.
- Conduct room and hotel orientation for new guests.
- Check back-of-house areas to ensure they are well-maintained.
- Ensure the Front Office staff is aware of availability states (open, on request, closed dates, high demand dates).
- Work closely with the Front Office team to maintain smooth operations.
- Keep all telephone extension lists updated regularly.
- Follow company and department policies and procedures diligently.
- Be knowledgeable about hotel guest rooms, rates, promotions, amenities, and services.
- Have full knowledge of the hotel’s emergency procedures and protocols.
- Inform personnel and supervisors about important events and news to prevent misunderstandings.
- Protect guest and associate security by not revealing personal information unless authorized.
- Strive to maintain hotel equipment and assets in excellent condition.
- Assist in the training of new staff members and conduct room and hotel orientation.
- Foster a positive atmosphere and high morale among staff, acting as a heartist and ambassador for the hotel.
- Follow daily checklists to ensure all tasks are completed efficiently.
- Promote Accor loyalty programs and hotel promotions to build strong, long-term relationships with guests.
- Use supplies and equipment appropriately and request requisitions as needed.
- Read and update the Manager on Duty (MOD) log and ensure proper handovers between shifts.
- Report all guest comments or complaints to management.
- Ensure VIP rooms are assigned in advance and prioritize special requests.
- Supervise Front Office operations, including Reception and Guest Relations, ensuring standards and procedures are followed.
- Update and maintain files as requested by the Royal Service/Front Office Supervisor and Front Office Manager.
- Share daily activity highlights with management, including guest opportunities.
- Carry out any other reasonable tasks as requested by management.
QualificationsJob Requirements – Brief
- Previous experience in hotels, Guest Services, or Front Office.
- Excellent communication and customer service skills.
- Good command of English; Arabic is preferred.
- Ability to handle guest complaints and solve problems.
- Good knowledge of hotel services, rooms, facilities, and promotions.
- Ability to handle VIP guests professionally.
- Knowledge of safety, emergency procedures, and guest confidentiality.
- Good knowledge of hotel systems and computer applications.
- Willingness to work shifts.
- Positive, professional personality with the ability to work under pressure.
Additional Information
Your Team and Work Environment:In 1–2 sentences, introduce the team, hotel, or workplace in a way that reflects its culture.
Note: The description can be adjusted to meet specific local or legal requirements, such as work permits.
Our Commitment to Diversity & Inclusion:We are an inclusive company, and our goal is to attract, hire, and develop diverse talent.
Reporting & Administration:
- * Prepare and present sales reports, forecasts, and performance analysis to senior management.
- Track and manage sales leads and opportunities using CRM systems (e.g., Opera, Salesforce, Delphi).
- Ensure accurate records of all client interactions, leads, and bookings.
- Maintain up-to-date knowledge of market conditions, competitor offerings, and industry best practices.
Requirements:* Education: Bachelor's degree in Hospitality, Business Administration, Marketing, or a related field. A Master’s degree or industry certifications (e.g., CHME, CMP) is a plus.
* Experience: Minimum of 5–7 years of experience in sales within the luxury hotel or hospitality industry, with a proven track record of achieving sales targets and managing key accounts.
* Skills:
+ Exceptional sales and negotiation skills, particularly within the luxury market.
+ Strong understanding of the hotel industry, including MICE and leisure segments.
+ Proficiency in CRM systems, hotel sales software (e.g., Opera, Delphi), and Microsoft Office Suite.
+ Fluent in English; additional languages are highly desirable.
+ Ability to think strategically and creatively, with excellent problem-solving skills.
Key Competencies:
- * Leadership: Ability to lead by example, providing guidance and support to the sales team.
- Client Focus: A deep commitment to delivering exceptional service and personalized experiences to high-end clientele.
- Communication: Strong interpersonal and communication skills to engage with clients and internal teams effectively.
- Time Management: Excellent organizational and multitasking skills, with the ability to prioritize tasks and meet deadlines.
- Analytical Thinking: Ability to analyze market data and sales trends to make informed decisions and adjust strategies accordingly.
- Negotiation Skills: Proven ability to negotiate and close high-value deals while maintaining profitability for the hotel.
Working Conditions:
- * Full-time position with flexibility for evening and weekend work, depending on client needs and industry events.
- Travel may be required to meet with clients or attend industry events.
- Ability to work under pressure and meet sales targets in a competitive environment.
Compensation:
- * Competitive salary and commission structure based on performance.
- Benefits package may include healthcare, retirement plans, travel discounts, and other perks.
