Guest Experience Agent – Telephone Services

About the role

As the voice of FAENA The Red Sea, the Guest Experience Agent – Telephone Services ensures every guest interaction over the phone reflects the resort’s luxury standards. You will act as the central communication hub, delivering warm, precise and discreet service to enhance the overall guest journey.

Key responsibilities

• Answer all internal and external resort calls with refined, personalized etiquette in line with Forbes‑level luxury standards.
• Maintain confidentiality of guest information, VIP details and sensitive communications.
• Accurately record, transfer and follow up on guest requests, complaints and operational updates.
• Coordinate closely with Front Office, Butler, Concierge, Housekeeping, Engineering and other departments to ensure seamless service delivery.
• Manage wake‑up calls, emergency calls and priority guest requests promptly and according to established procedures.
• Stay informed of daily resort operations, including VIP arrivals, group movements, events and service updates.
• Promote resort facilities, dining venues and experiences when responding to inquiries.
• Support reservation and guest service functions as needed, handling in‑house inquiries and operational coordination.

Required profile

• Saudi national, as specified in the job title.
• Excellent verbal communication skills with a polished, courteous telephone manner.
• Strong attention to detail and ability to handle confidential information discreetly.
• Ability to work collaboratively with multiple resort departments in a fast‑paced, luxury environment.
• Flexibility to respond to urgent guest requests and emergencies with composure.

Required skills