Front Desk Agent SLS

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

1. Participate in the Quality improvement process

1. Maintain a close relationship with other department Managers/heads.

1. Work closely with the hotel team either in finance or other departments to ensure smooth communications are maintained.