Service One Agent (Saudi National Talent) - In Room Dining - Food & Beverage - Jumeirah The Red Sea

Role Overview

Service One Agent (Saudi National Talent) – In Room Dining, Food & Beverage at Jumeirah The Red Sea, a luxury hospitality property operated by Jumeirah Group.

Company Overview

Jumeirah is a global leader in luxury hospitality and a member of Dubai Holding, operating an exceptional portfolio of 29 properties across 11 countries in the Middle East, Europe, and Asia. Since 1999, the brand has been renowned worldwide for its distinguished beachfront resorts, esteemed city hotels, and exclusive residences, synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences.

Role Purpose

Provide exceptional guest service by managing all incoming and outgoing communications, handling guest requests promptly and professionally, and ensuring seamless coordination of in-room dining services and departmental operations.

Key Responsibilities

Guest Communication

• Answer all calls promptly and professionally according to departmental standards, maintaining a professional tone of voice and using standardized English and phrases.
• Assist with requests or direct them to the appropriate department or room number.
• Handle all incoming and outgoing faxes and messages for in-house and expected guests.

Request Management

• Follow up on all relevant duties and requests, ensuring all requests are handled in a timely manner.
• Follow up to ensure guest satisfaction.
• Efficiently manage all emergencies and ensure requests are addressed promptly, escalating guest satisfaction issues to senior colleagues immediately.

Operations & Record-Keeping

• Attend and participate in daily briefings.
• Read and understand daily updates.
• Manage guest requests and reports through Service One and HotSOS.
• Ensure smooth shift handovers and maintain accurate records of all activities.
• Accurately record, check, and hand over wake-up calls, ensuring all calls are made on time and recorded clearly.
• Cross-check wake-up call details before leaving the shift.
• Update information boards and whiteboards daily.
• Print in-house guest lists every three hours.
• Email daily and monthly reports to relevant departments and managers.
• Ensure all data is up-to-date and accurate.

Qualifications & Experience

• High school diploma or Secondary education.
• 1–2 years of experience in a 5-star hotel.
• Diploma or Degree in Hospitality Industry (desirable).
• Experience working in an international capacity.
• Clear understanding of cultural differences, showcasing trust and respect for everyone.

Skills & Competencies

• Proficient use of Service One and HotSOS systems.
• Standardized English communication.

Additional Information

• Supportive and inclusive work environment.
• Access to Learning & Development programmes and clear career pathways.
• Opportunities for internal mobility within the global Jumeirah network.
• Colleague discounts on food, beverage, and hotel stays worldwide.
• Health care and insurance benefits.
• Locally competitive salary and incentive structure.
• Locally relevant benefits as determined by the property.