Overview

Reports to 

Site Supervisor

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Division/Section

Sindalah 30000151

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Department

Sindalah 40000227

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Sector

NEOM Islands 20000034

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Role Purpose

The Guest Relations Host is responsible for creating a positive first and everlasting impression for all guests and visitors. They will serve as the first point of contact for guests, handling guest inquiries, providing information about Sindalah’s facilities and services, and resolving any guest issues promptly and professionally.

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Key Accountabilities & Activities

• Interact with guests in a friendly and professional manner, making them feel comfortable and valued.
• Accommodate guests according to their needs, ensuring guests have a seamless journey.
• Ability to adapt quickly to changing event dynamics, guest needs, and technology advancements.
• Provide information about facilities, services, and amenities available in the venues, or along the journey.
• Coordinate with other stakeholders and team members to ensure a seamless guest experience and journey.
• Assist guests with their arrival experience, including any handling of luggage, or guide them to the luggage transfer team.
• Capable of managing multiple conversations and inquiries simultaneously with efficiency and accuracy.
• Manage experience bookings for guests, as well as booking transfer and ferry ticket to/from Sindalah Island.
• Provide information about schedules, fares, and services to guests.
• Assist guests to seating areas, take or prepare food and drink orders, clear and set tables, and serve food and beverages (where applicable)
• Handle cash and digital transactions and operate the ticket booking system.
• Ensure all transactions are completed accurately and efficiently.
• Respond to guest inquiries, special requests, and complaints in a timely and professional manner, finding the most appropriate means of escalation if a situation needs further attention.
• Remain calm and composed in high-pressure situations, such as emergencies or dealing with upset visitors, effectively resolving issues or escalating them appropriately.
• Maintain the privacy and security of guests' information and adhere to any confidentiality protocols and policies set by NEOM and Sindalah.
• Maintain a clean and organized working space as assigned.
• Provide accurate, valid, and complete information about products available on the island as well as informing guests about promotions and special offers.
• Ability to answer guests’ questions about products and services.
• Keep accurate records of customer interactions and transactions.
• Perform other duties as assigned by management.
 

Background, Skills & Qualifications

• Excellent interpersonal, written and verbal communications skills, with the ability to communicate in English (mandatory), Arabic (preferred), and other languages (preferred).
• Excellent problem-solving and multi-tasking skills, with a principled approach understanding problems and opportunities to inform decision making.
• Track record of successful guest hospitality service.
• Maintain a working knowledge in the area of guest accessibility (ADA).
• Consistent, punctual and regular attendance as a key member of the Guest Relations team, with the ability to work flexible hours, including weekends and holidays
• Proficiency with Microsoft Office Suite programs (Excel, Word, Outlook) and computer literacy
• Experience with ticketing and booking systems is a plus.
• Strong sense of responsibility and professional presentation.
• Strong organizational skills to maintain an orderly reception area and effectively manage appointment schedules and administrative tasks.
• Ability to handle cash and digital transactions accurately.
• Ability to work in a fast-paced environment.
• Familiarity with hospitality industry standards.
• Strong attention to detail.
• Excellent customer service skills.
• Understanding of retail sales process.
• Familiarity with CRM systems and practices.
 

Qualifications

• High School Diploma; hospitality certification is a plus.
• Over 5+ years experience within a major hotel group / hotel management company in the capacity of Guest Services, Customer Service or Hotel Front Desk/Concierge Services​​​