Guest Experience Agent

Job Summary

We are seeking a warm, proactive, and service-oriented Guest Experience Agent to deliver exceptional guest service at Our Habitas Ras Abrouq, ensuring every guest enjoys a seamless, personalized, and memorable stay in our remote luxury desert environment.

Reporting to the Front Office Manager or Guest Experience Manager, the Guest Experience Agent is responsible for providing outstanding service throughout the guest journey, from pre-arrival to departure. This role plays a key part in creating meaningful guest experiences by anticipating needs, resolving concerns efficiently, and ensuring every interaction reflects the brand's values and hospitality standards.

The Guest Experience Agent will work closely with all resort departments to coordinate guest requests, provide local knowledge, and ensure operational excellence across all touchpoints. This position requires excellent communication skills, attention to detail, and a genuine passion for creating unforgettable guest experiences.

Key Responsibilities

• Deliver warm, personalized, and professional service to guests throughout their stay.
• Welcome guests upon arrival, assist with check-in and check-out procedures, and ensure a smooth arrival and departure experience.
• Respond promptly to guest inquiries, requests, and concerns while ensuring timely follow-up and resolution.
• Coordinate guest requests with Housekeeping, Food & Beverage, Engineering, Spa, Activities, and other departments to ensure seamless service delivery.
• Maintain accurate guest profiles, preferences, and special requests within the property management system.
• Provide knowledgeable recommendations on resort facilities, dining experiences, wellness offerings, local attractions, and activities.
• Proactively anticipate guest needs and identify opportunities to enhance their stay through personalized service.
• Handle guest feedback professionally, resolving issues efficiently and escalating concerns when appropriate.
• Ensure all guest interactions reflect Our Habitas brand standards and luxury hospitality expectations.
• Assist in organizing special occasions, celebrations, VIP arrivals, and personalized guest experiences.
• Support daily front office and guest services operations while maintaining high standards of presentation and professionalism.
• Maintain accurate records of guest requests, incidents, and service recovery actions for reporting purposes.
• Collaborate with department heads to ensure operational readiness and exceptional guest satisfaction.
• Promote resort experiences, activities, and services to maximize guest engagement and enhance the overall experience.

Who You Are

A passionate hospitality professional with outstanding interpersonal and communication skills, dedicated to creating memorable experiences for every guest. You thrive in a dynamic luxury hospitality environment and naturally build genuine connections through warm, attentive, and personalized service.

You are highly organized, adaptable, and solution-oriented, with the ability to anticipate guest needs and respond with professionalism and care. You take pride in delivering exceptional service, maintaining attention to detail, and contributing to a collaborative team culture in a remote luxury resort setting.

You are not just welcoming guests—you are creating meaningful moments and unforgettable experiences that define the spirit of Our Habitas Ras Abrouq.

Minimum Requirements

• 2–3 years of experience in Front Office, Guest Relations, Guest Services, or a similar customer-facing role, preferably within a luxury hotel or resort environment.
• Strong understanding of luxury hospitality standards and exceptional guest service principles.
• Excellent verbal and written communication skills with a warm, professional, and guest-focused approach.
• Experience using Property Management Systems (PMS) and Microsoft Office applications; knowledge of Opera Cloud or similar systems is an advantage.
• Strong problem-solving abilities with the confidence to handle guest requests, concerns, and service recovery effectively.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work collaboratively with cross-functional teams to deliver seamless guest experiences.
• A positive, proactive, and adaptable attitude with exceptional attention to detail.
• Fluent in English, both written and spoken; additional languages are an advantage.
• Ability to work flexible shifts, including weekends and public holidays, in a remote luxury resort environment.
• Passion for creating memorable guest experiences while embracing the values of sustainability, wellness, and authentic hospitality.

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.
• Excellent discounts across the entire Ennismore family of brands.

Working at Our Habitas means being part of a purpose-driven movement. You will help shape stories that go beyond rooms and amenities, creating emotional experiences and connecting people through shared rituals, culture, and a sense of belonging.

If you believe in luxury that speaks to the soul, and want to build something meaningful in two of Middle East's most extraordinary destinations, we’d love to meet you.