PBX Operator Raffles The Red Sea (Saudi National)

Key Responsibilities

Telephone & Communication Excellence:

• Answer all incoming and internal calls promptly using the approved Raffles greeting and etiquette standards.

• Accurately route calls take messages and provide information in a courteous clear and professional manner.

• Maintain a calm polished and welcoming tone at all times regardless of call volume or complexity.

• Handle guest wake-up calls and special call requests accurately and punctually.

Guest Assistance & Service Support:

• Assist guests with general inquiries hotel information and service requests ensuring timely follow-up.

• Coordinate guest requests with relevant departments and track completion to ensure guest satisfaction.

• Support service recovery by responding empathetically to guest concerns and escalating appropriately.

Emergency & Safety Communication:

• Follow established emergency procedures and communication protocols in case of fire medical incidents or security situations.

• Act as a central communication point during emergencies ensuring accuracy discretion and composure.

• Maintain updated emergency contact lists and procedures.

Operational Accuracy & Documentation:

• Record and relay messages accurately and confidentially.

• Maintain call logs wake-up call records and other required documentation.

• Update and maintain internal extension lists and contact directories.

Standards Brand & Compliance:

• Uphold Raffles communication grooming and service etiquette standards at all times.

• Maintain strict confidentiality regarding guest information and sensitive situations.

• Ensure compliance with hotel policies safety procedures and data protection requirements.

• Participate in service culture training and continuous development programs.

Qualifications :

Qualifications & Experience:

• Minimum 12 years of experience in PBX Front Office or Guest Services within a luxury or five-star hotel environment preferred.

• Diploma or certificate in Hospitality or related field is an advantage.

Skills & Competencies:

• Exceptional verbal communication and listening skills.

• Clear pleasant speaking voice with excellent diction.

• Strong multitasking and time-management abilities.

• High attention to detail and accuracy.

• Ability to remain calm and professional under pressure.

• Proficiency in telephone systems and basic computer applications.

• Fluency in English required; additional languages are a strong advantage.

Personal Attributes:

• Polished courteous and professional demeanor.

• Discreet trustworthy and service-oriented.

• Calm composed and confident in emergency situations.

• Flexible to work shifts including nights weekends and holidays.

• Passion for luxury hospitality and guest satisfaction.

Additional Information :

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination scheduling and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.

Remote Work :

No

Employment Type :

Full-time