Guest Experience Agent – Telephone (Saudi National)

About the role

The Guest Experience Agent – Telephone manages all incoming and outgoing telephone calls for the hotel, directing them efficiently to the appropriate departments or guests. The role ensures clear, professional communication, assists guests with inquiries, and supports internal communication to maintain smooth hotel operations.

Key responsibilities

• Answer and handle all incoming and outgoing telephone calls promptly and professionally.
• Transfer calls to the appropriate departments, guests, or staff efficiently.
• Operate and monitor the hotel’s PBX/switchboard system at all times.
• Handle wake‑up calls, message taking, and call‑forwarding requests.
• Record and relay messages accurately to guests and departments.
• Assist guests with basic inquiries about hotel services and facilities.
• Maintain clear and courteous communication standards in all interactions.
• Update and maintain call logs and communication records.

Required profile

• High school diploma or equivalent; hospitality or communications diploma is an advantage.
• 1–3 years of experience in a PBX, call centre, front office, or customer service role, preferably in hospitality.
• Basic understanding of telephone switchboard/PBX systems and call‑handling procedures.
• Familiarity with hotel operations and guest service standards is an advantage.
• Basic computer literacy and ability to use communication software.

Required skills

• PBX/switchboard operation.
• Proficiency in Microsoft Office applications.