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Overview / Basic Function

The Concierge Agent at Rosewood Amaala is a key ambassador of the resort and the Red Sea destination. This role is responsible for curating highly personalized and transformative experiences that reflect Rosewood’s Relationship Hospitality philosophy and Amaala’s focus on well-being, art, culture, and sustainability. The Concierge Agent serves as the primary point of contact for guest inquiries and arrangements before arrival, during the stay, and after departure, coordinating seamlessly with internal departments and trusted external partners to deliver intuitive, discreet, and ultra-luxury service.

Essential Duties

Welcome guests at the Concierge Desk and in the lobby with a warm, confident, and professional presence.
Accurately record all guest requests and arrangements in designated systems, including Alliants and Unifocus.
Build genuine relationships with guests, recognizing returning visitors and VIPs while maintaining detailed guest preference profiles.
Anticipate guest needs and suggest curated experiences such as yachting, diving, wellness retreats, art tours, desert activities, and cultural excursions aligned with their interests and purpose of travel.
Ensure the consistent implementation of Rosewood brand, Forbes, and LQA standards.
Maintain comprehensive knowledge of guest and resident arrival experiences, including airport arrivals, private vehicle arrivals, private yacht arrivals, and seaplane arrivals.
Develop and maintain up-to-date destination expertise regarding the Red Sea marine environment, diving and snorkeling sites, yacht routes, and environmentally responsible practices.
Provide personalized and engaging recommendations that connect guests with the destination, culture, and environment.
Coordinate and confirm transportation arrangements, including airport transfers, VIP fast-track services, limousine transportation, helicopter transfers, and seaplane transfers where applicable.
Coordinate yacht and marina services, including yacht charters, sunset cruises, and private onboard experiences with approved partners.
Arrange marine experiences such as snorkeling, diving, marine biologist tours, and eco-friendly excursions in accordance with Red Sea environmental guidelines.
Coordinate wellness and longevity experiences through Asaya, including spa journeys, retreats, fitness sessions, and visiting consultant appointments.
Arrange cultural, artistic, and nature-focused activities, including gallery visits, local crafts experiences, desert adventures, and stargazing.
Design and manage personalized itineraries for VIPs, long-stay guests, and families, ensuring seamless scheduling, transportation, and confirmations.
Coordinate closely with Front Desk and Guest Relations teams regarding arrivals, departures, VIP guests, and special requests.
Work collaboratively with Bell and Door teams to ensure efficient luggage handling, transportation staging, and lobby guest flow.
Coordinate special experience requirements with Housekeeping, Butler Services, and Engineering teams.
Work closely with Asaya, Food & Beverage, and Explorer teams to secure preferred reservations, customized experiences, and family activities.
Proactively follow up on all guest requests until completion and provide timely updates to guests.
Maintain accurate guest preferences and special notes to support future personalization and guest recognition.
Assist in monitoring and responding to guest feedback related to Concierge services and guest experiences.
Promote experiences and partnerships that support sustainability and regenerative tourism initiatives.
Ensure all recommendations and services comply with local laws, safety regulations, and company policies.
Maintain strict confidentiality and discretion, particularly for VIP and high-profile guests.
Support colleagues during peak operational periods, including arrivals, departures, group check-ins, and events.
Participate in daily briefings and share updates regarding experiences, partner information, marine conditions, and local events.
Actively contribute ideas to enhance guest journeys, local programming, and Sense of Place® experiences.

Responsibilities

Review the pass-on log and daily calling sheet at the beginning of each shift.
Conduct comprehensive shift handovers.
Address guests by name rather than room number whenever possible.
Maintain complete knowledge of and comply with all departmental policies, procedures, and service standards.
Maintain complete knowledge of the proper use and maintenance of equipment.
Promote positive guest relations at all times.
Resolve guest complaints promptly and professionally to ensure guest satisfaction.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Maintain complete knowledge of all hotel facilities, services, and operating hours.
Maintain knowledge of all restaurant concepts, menu price ranges, dress codes, and dining atmospheres.
Maintain knowledge of all room types, room locations, layouts, amenities, and features.
Maintain knowledge of room rates, packages, and promotional offers.
Remain informed about occupancy levels and expected arrivals and departures, particularly VIP guests.
Maintain awareness of group activities, meetings, and event schedules.
Stay informed regarding local attractions, events, and holiday schedules.
Ensure security of department keys, communication devices, and assigned equipment.
Meet with supervisors and outgoing Concierge team members to review operational status and pending requests.
Utilize all required computer systems in accordance with departmental procedures.
Maintain a fully stocked, clean, and professional workstation throughout the shift.
Submit requisitions for supplies and materials as required.
Maintain updated vendor resources to support guest requests effectively.
Review guest lists daily and remain familiar with guest names and room assignments.
Answer telephone calls using proper greetings and professional telephone etiquette.
Handle guest requests promptly, courteously, and efficiently.
Follow up with internal departments to ensure completion of guest requests.
Coordinate guest requests involving accommodations, transportation, travel arrangements, business services, restaurant reservations, shopping services, entertainment, wellness appointments, sightseeing tours, medical services, religious services, and other personalized arrangements.
Arrange guest amenities and coordinate deliveries to guest rooms.
Provide guests with accurate directions and local area information.
Prepare and distribute information regarding local events and activities.
Assist guests in locating and retrieving lost luggage.
Distribute guest and departmental mail.
Process wake-up call requests and coordinate with the appropriate department.

Confidentiality

Maintain the confidentiality of all company, guest, and associate information encountered during employment.
Do not disclose confidential information to unauthorized individuals under any circumstances.

Health & Safety

Comply with all health and safety policies, procedures, and safe working practices.
Wear all required protective equipment as directed.
Report defects in buildings, equipment, or facilities according to established procedures.
Report accidents involving associates, guests, or visitors immediately.
Attend mandatory fire, health, and safety training sessions.
Maintain knowledge of COSHH regulations.
Maintain knowledge of departmental risk assessments.
Maintain knowledge of hotel fire and emergency procedures.

Other Duties

Perform other duties and responsibilities of a comparable nature as assigned.
Demonstrate flexibility in attitude, approach, and working hours according to operational requirements.

Qualifications

Experience

Minimum 1 year of experience in a similar role within a luxury or ultra-luxury hotel environment.

Education

High school diploma or equivalent.

General Skills

Must be able to perform duties with attention to detail, speed, and accuracy; prioritize and organize workload effectively; remain calm under pressure; solve problems using sound judgment; follow instructions thoroughly; understand guest service expectations; work collaboratively within a team environment; operate with minimal supervision; and maintain confidentiality of guest and hotel information.

Technical Skills

Strong knowledge of local attractions, restaurants, cultural experiences, and regional events.
Comprehensive understanding of Concierge operations and procedures.
Ability to perform basic mathematical calculations.
Proficiency in using computer systems for data entry, retrieval, and analysis.
Excellent verbal communication, negotiation, and guest engagement skills.
Ability to communicate effectively in challenging or emotionally demanding situations.
Strong memory and organizational skills, with the ability to manage multiple priorities and interruptions.
Ability to participate actively in departmental and hotel-wide meetings.

Language

Fluent in spoken and written English. Additional languages are preferred.

Physical Requirements

Must be able to exert physical effort, perform various movements throughout work areas, reach both upward and downward, remain standing or stationary for extended periods, and communicate effectively with guests and colleagues.

Guest Services Associate - Concierge - Saudi National