Front Desk Agent

Company description

Welcome to a place where the extraordinary takes center stage. Ennismore, with its mischievous and marvelous SLS Hotels, is bringing a fantastical wonderland of luxury and lifestyle to the oasis that is The Red Sea.

Opening in 2025, SLS The Red Sea is not just another hotel—it’s a theatrical playground of indulgence and curiosity, designed for those who crave the unexpected. With 150 lavish keys, 5 show-stopping food & beverage experiences, and a decadent spa sanctuary, this destination is crafted to dazzle both adults seeking pleasure and families yearning for connection and wonder.

This is no ordinary project—this is a cathedral of pleasure. If you’re ready to say farewell to the ordinary and help script the story of one of Saudi Arabia’s most exciting luxury openings, this might be your cue.

Job description

Job purpose:

As a receptionist / front desk agent at SLS Red Sea, you will be the first point of contact for our guests setting the tone for an engaging and elevated stay experience. With a deep understanding of SLS brand values, you will handle all aspects of guest arrivals, departures, and in-house services with style, attention to detail, and confident personalization. Your role is pivotal in creating memorable first impressions, delivering seamless check-ins/outs, and ensuring that each guest feels recognized, understood, and at home.

Duties & functions:

• Warmly welcome all guests with genuine enthusiasm and a personalized approach.
• Conduct efficient check-ins and check-outs, ensuring all required guest information is accurately recorded and profiles are updated.
• Escort guests to their rooms when necessary, especially VIPs, ensuring a smooth and informative transition into the hotel experience.
• Process payments, handle deposits, issue keys, and explain room and hotel features.
• Scan passports and IDs as per Saudi regulatory compliance and ensure CID reporting accuracy.
• Recognize repeat and VIP guests, anticipate their needs, and tailor the interaction accordingly.
• Provide accurate information about the hotel’s facilities, outlets, and local area happenings.
• Proactively manage guest requests and resolve issues or complaints efficiently, ensuring feedback is logged and followed up in the appropriate systems.
• Handle special requests before, during, and after stays, ensuring guests feel genuinely cared for.
• Maintain effective communication with other departments (Housekeeping, Concierge, Engineering, F&B, Reservations) to fulfill guest needs swiftly.
• Maintain detailed shift handovers, ensuring seamless team transitions and continuity of guest service.
• Attend daily briefings and remain informed on occupancy, arrivals, departures, events, and internal updates.
• Operate the Property Management System (preferably Opera Cloud) confidently for all front office functions.
• Manage the reception email inbox professionally and timely.
• Perform regular checks on registration cards, guest buckets, and ensure compliance with data quality standards.
• Monitor float accuracy, process currency exchanges, paid-outs, and follow cash handling procedures.
• Close cashier audits at shift end, ensuring alignment of balances and documentation.
• Identify upselling opportunities across rooms, suites, F&B outlets, and spa supporting revenue targets.
• Enroll guests into loyalty programs such as Disloyalty, aiming to meet or exceed set conversion goals.
• Uphold the privacy and confidentiality of all guest information.
• Comply with the hotel’s credit policy and all SOPs related to cashiering and guest services.
• Adhere to all health, safety & hygiene procedures, and be familiar with fire and emergency protocols.

Additional information

• Participate in the quality improvement process.
• Maintain a close relationship with other department managers/heads.
• Work closely with the hotel team either in finance or other departments to ensure smooth communications are maintained.