Concierge Agent

At SLS The Red Sea, our Concierge team is at the heart of connecting guests with everything the destination has to offer. As a Concierge Agent, you will be a trusted advisor throughout the guest journey, providing personalized recommendations, coordinating reservations and transportation, and helping guests discover experiences across the hotel, Shura Island, and the wider Red Sea destination.

With a warm and engaging approach, you will take the time to understand each guest’s preferences and turn their requests into thoughtful, seamless arrangements. Working closely with hotel teams and destination partners, you will ensure every recommendation, reservation, and special request is handled with care, accuracy, and the distinctive spirit of SLS The Red Sea.

Key Responsibilities

• Welcome guests warmly upon arrival, remain engaged throughout their stay, and ensure a personalized and memorable experience.

• Serve as a trusted point of contact for guest inquiries, requests, and arrangements, delivering prompt, polished, and attentive service.

• Understand guest preferences and special requests to provide thoughtful recommendations and personalized experiences.

• Handle and coordinate reservations for restaurants, transportation, activities, entertainment, spa, wellness, and other guest experiences.

• Create and recommend personalized activities and experiences based on individual guest preferences and interests.

• Assist guests in planning their stay by providing recommendations and coordinating arrangements from initial request through completion.

• Develop and maintain up-to-date knowledge of Shura Island and the wider Red Sea destination, including hotels, dining venues, attractions, activities, transportation, and guest experiences.

• Confidently guide guests through available experiences across the destination and provide relevant recommendations based on their preferences.

• Build and maintain professional relationships with trusted partners and service providers to support seamless guest arrangements.

• Arrange and confirm transportation, including airport transfers, private drivers, taxis, and other guest mobility requirements.

• Coordinate closely with Bell Desk and Valet teams to ensure smooth and seamless guest arrivals and departures.

• Assist with personal arrangements and special requests, ensuring each request is handled with discretion, accuracy, and attention to detail.

• Handle guest feedback and concerns professionally, ensuring timely resolution, appropriate follow-up, and communication with relevant departments.

• Conduct courtesy calls for VIPs and long-stay guests when required, recording preferences and feedback to support personalized service.

• Provide accurate directions and information about hotel facilities, dining venues, amenities, and experiences.

• Handle guest mail, packages, deliveries, printing requests, and other personal assistance with confidentiality and care.

• Log, track, and follow up on guest requests, reservations, and arrangements to ensure timely completion and accountability.

• Maintain accurate records of reservations, transportation, special arrangements, and Concierge services provided.

• Coordinate closely with Front Office, Housekeeping, Engineering, F&B, Guest Relations, and other departments to ensure seamless service delivery.

• Maintain a professional, organized, and well-presented Concierge desk with accurate and updated guest information and resources.

• Support the onboarding and training of new colleagues on Concierge standards, guest engagement, and operational procedures when required.

• Assist with hotel tours, site inspections, Guest Relations, and Front Office activities when required.

• Minimum 1–2 years of experience in a guest-facing role, preferably within an upscale, luxury, or lifestyle hotel environment.

• Fluency in English is essential, with excellent communication and conversational skills and a confident, polished, and engaging manner.

• Strong understanding of luxury guest service standards with awareness and respect for local culture and customs.

• Excellent organizational and multitasking skills with strong attention to detail and follow-through.

• Proficiency in Microsoft Office applications and confidence using digital tools.

• Familiarity with hotel systems such as Opera PMS, MessageBox, or similar guest service platforms is an advantage.

• Strong interpersonal and problem-solving skills with the ability to respond confidently and creatively to a wide range of guest requests.

• Proactive, resourceful, and guest-focused with a genuine passion for creating personalized and memorable experiences.

• Professional appearance and demeanor with the ability to represent the SLS brand confidently.

• Collaborative team player with a strong sense of ownership and accountability for the guest experience.