Guest Services Associate - Madinah

Job description:

Job Purpose

The Guest Services Associate (GSA) serves as the primary point of contact for guests within the venue. This role is critical in creating a welcoming, supportive, and positive guest experience from arrival to departure. The GSA handles guest inquiries, assists with reservations and services, resolves concerns professionally, and supports daily front-of-house operations to ensure all guests feel valued and well cared for throughout their visit.

Functional Accountabilities1. Guest Interaction & Assistance

• Greet guests warmly upon arrival, creating a friendly and welcoming environment.

• Provide accurate information regarding the facility, operating hours, activities, and available services.

• Assist guests with reservations, equipment rentals, check-ins, and special requests to ensure a smooth experience.

2. Guest Service & Issue Resolution

• Handle guest inquiries, feedback, and complaints in a professional and courteous manner.

• Resolve issues promptly and escalate complex concerns to the Shift Supervisor when required.

• Anticipate guest needs and offer proactive assistance before being requested.

• Promote additional services, activities, or amenities to enhance the guest experience and engagement.

3. Operational Support

• Support daily front-desk and guest-facing operations, including check-ins, check-outs, and payment processing where applicable.

• Maintain a clean, organized, and professional work environment at all guest service points.

• Collaborate with the operations team to ensure all guest areas are clean, safe, and well maintained.

• Monitor guest feedback and identify recurring issues, reporting insights and suggestions to the Shift Supervisor.

4. Communication & Coordination

• Maintain clear and effective communication with team members to ensure seamless guest service delivery.

• Coordinate with maintenance and cleaning teams to address any issues impacting guest comfort or safety.

• Participate in team meetings, briefings, and training sessions to stay informed about updates, policies, and procedures.

5. Guest Experience

• Deliver a consistently high standard of guest service from arrival through departure.

• Handle guest requests efficiently and professionally, ensuring a positive and enjoyable visit.

• Represent the brand positively through appearance, attitude, and communication.

6. Service Level Standards

• Adhere to SEVEN Service Level Standards (SLS) at all times.

Communication & Working RelationshipsInternal

• Shift Supervisor

• Operations Team

• Maintenance & Cleaning Teams

External

• Guests

• External Vendors (as required to support guest services)

Knowledge & ExperienceMinimum Qualifications

• High school diploma or equivalent.

• Additional training in guest service or hospitality is preferred.

Professional Certifications

• Certification in customer service, hospitality, or related fields is an advantage.

Required Experience

• 1–2 years of experience in a guest service or guest-facing role, preferably within hospitality, entertainment, or leisure environments.

• Strong interpersonal and communication skills, with the ability to manage guest inquiries and complaints confidently.

• Positive attitude, professional appearance, and a genuine commitment to delivering excellent guest service.