Guest Experience Agent – Lobby (Saudi National Only)

About the role

The Guest Experience Agent – Lobby is responsible for managing all incoming and outgoing telephone communications, ensuring guests receive prompt, professional assistance and that internal departments stay well‑connected.

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.
• Maintain clear and courteous communication standards in all interactions.
• Record and relay messages accurately to guests and departments.
• Assist guests with basic inquiries about hotel services and facilities.

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.
• Basic computer literacy and ability to use communication systems and software.
• Familiarity with hotel operations and guest service standards is an advantage.

Required skills

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