Guest Service Associate – Service Centre Operator

About the role

The Communications Operator is the central hub for all guest and associate communications at Rosewood AMAALA. Working in an ultra‑luxury environment, you will handle internal and external calls, digital requests, and emergency alerts with speed, courtesy, and precision, ensuring every interaction reflects the brand’s high standards.

Key responsibilities

• Answer all internal and external calls promptly, using Rosewood telephone etiquette.
• Identify caller needs, route calls to the correct department, and log requests in Unifocus (Knowcross) with appropriate priority.
• Track open tasks, follow up with departments, and update status in the system.
• Coordinate urgent or VIP requests with Front Desk, Guest Relations, and Butler teams.
• Provide accurate information about resort facilities, operating hours, and basic destination details.
• Set, manage, and verify wake‑up calls, logging any issues immediately.
• Handle guest messages and internal notifications confidentially and promptly.
• Operate the telephone/PBX system, PMS, and integrated communication tools according to SOPs.
• Support basic troubleshooting for guest telephone issues by liaising with Engineering or IT.
• Act as the primary contact during emergencies, following established communication protocols and notifying the emergency team without delay.

Required profile

• Excellent verbal communication with a warm, professional tone.
• Strong attention to detail and ability to follow standard operating procedures.
• Capacity to remain calm and clear‑headed during emergencies or high‑pressure situations.
• Discretion when handling sensitive or high‑profile guest information.
• Team‑oriented mindset with the ability to coordinate across multiple departments.

Required skills

• PMS (Property Management System)
• Unifocus (Knowcross) request management platform
• Telephone/PBX system operation
• Basic troubleshooting of guest telephone equipment