Guest Experience Agent – Telephone (Saudi Nationals)

About the role

The Guest Experience Agent – Telephone is the primary point of contact for all inbound and outbound calls at the hotel. You will ensure professional, courteous communication, direct callers to the right departments, and support smooth hotel operations through effective telephone management.

Key responsibilities

• Answer and handle all incoming and outgoing telephone calls promptly and professionally.
• Transfer calls to the appropriate departments, guests, or staff efficiently.
• Provide accurate information and assistance to guests and callers.
• Operate and monitor the hotel’s PBX/switchboard system at all times.
• Manage wake‑up calls, message taking, call forwarding requests, and emergency communication procedures.
• Record and relay messages accurately, maintain call logs and communication records.
• Support internal communication between hotel departments while ensuring guest privacy and confidentiality.
• Report any system faults or communication issues to the IT department.

Required profile

• High school diploma or equivalent; hospitality or communications diploma is a plus.
• 1–3 years of experience in a PBX, call centre, front office, or similar role.
• Saudi national, as the position is restricted to Saudi citizens.
• Strong verbal communication skills and a calm demeanor in high‑volume or emergency situations.

Required skills

• Communication Systems
• Microsoft Office Applications
• Call handling procedures
• PBX systems