Front Office Operator (Saudi National)

Miraval The Red Sea; Saudi Arabia; On-site; SAR 93,000 - 132,000; Full time

Job summary

A luxury resort in Saudi Arabia is seeking an Operator to manage guest communications and calls with warmth and professionalism. Responsibilities include ensuring prompt handling of requests, tracking service completions, and engaging guests with thoughtful recommendations. Ideal candidates will have experience in luxury hospitality, strong communication skills, and the ability to multitask effectively in a fast-paced environment. This position requires flexibility with shifts, including weekends and holidays.

Qualifications

• Previous experience in call center or guest services role, ideally in luxury hospitality.
• Proficiency in English is necessary.
• Flexibility to work rotating shifts, including weekends and holidays.

Responsibilities

• Answer all incoming calls promptly and professionally.
• Handle guest requests accurately and ensure timely follow-up.
• Communicate guest needs to relevant departments effectively.
• Anticipate guest needs and provide recommendations.
• Maintain knowledge of resort facilities and services.

Skills

Strong verbal communication

Telephone etiquette

Excellent listening skills

Ability to remain calm under pressure

Multitasking and prioritization

Flexibility in working hours

Tools

PMS (Opera cloud)

Telephone systems

Job description

GENERAL ROLE

As Operator at Miraval The Red Sea, you are the voice of Miraval The Red Sea. You will handle all internal and external calls with warmth, clarity, and professionalism, ensuring guests’ requests and messages are promptly managed and followed up. You play a key role in connecting guests with the right services, coordinating with other departments, and ensuring smooth communication across the resort.

KEY RESPONSIBILITIES

Please note that the responsibilities outlined below are not exhaustive. Miraval The Red Sea colleagues continuously innovate in caring for the needs of the business, their guests, and their colleagues.

As Operator, you will need to:

Guest Communication & Call Handling

• Answer all incoming calls promptly, warmly, and professionally, ensuring guests feel valued from the first interaction.
• Handle outgoing calls, wake-up calls, and in-resort guest communication requests with accuracy.
• Ensure guest requests are logged, followed up, and completed in a timely manner.
• Provide accurate information about resort services, facilities, and experiences.

Coordination & Follow-up

• Communicate guest requests clearly and promptly to relevant departments (Housekeeping, Engineering, Spa, F&B, Door Host, Buggy Drivers, etc.).
• Track and follow up on service requests to ensure completion and guest satisfaction.
• Assist in emergency situations by following established communication and safety protocols.

Guest Engagement & Service Excellence

• Anticipate guest needs and offer thoughtful recommendations for resort facilities and experiences.
• Ensure every call interaction reflects empathy, professionalism, and Miraval’s mindful luxury approach.
• Handle guest complaints or issues calmly, escalating to supervisors when needed.

Operational Support

• Maintain updated knowledge of resort facilities, wellness programs, F&B outlets, and daily events.
• Ensure all calls, requests, and messages are accurately recorded in the Property Management System.
• Assist with operator reports and shift handovers.
• Monitor phone systems and report technical issues to IT/Engineering.

Flexibility & Team Collaboration

• Demonstrate flexibility in duty hours, supporting morning, evening, overnight, and split shifts.
• Support the Front Office team with lobby or reception coverage when needed.
• Actively collaborate with colleagues to create seamless guest experiences.

QUALIFICATIONS

• Previous experience in a call center, operator, or guest services role, ideally in a luxury hospitality environment.
• Strong verbal communication and telephone etiquette.
• Excellent listening skills and ability to remain calm under pressure.
• Proficiency in English.
• Basic knowledge of PMS (Opera cloud) and telephone systems.
• Ability to multitask, prioritize, and follow through on guest requests.
• Flexibility to work rotating shifts, weekends, and holidays.

PHYSICAL DEMANDS (IF ANY)

• Primarily desk-based role requiring ability to sit and operate phones/computer systems for extended periods.

WORK ENVIRONMENT

• Indoor, call center or designated Front Office operator area.