Guest Experience Agent Lobby

FAENA; Saudi Arabia; On-site; SAR 100,000 - 134,000; Full time

Job summary

FAENA is seeking a Guest Experience Agent - Telephone to manage all incoming and outgoing calls, direct them to the correct departments, and assist guests with inquiries. You will operate the PBX switchboard and maintain professional communication to ensure smooth hotel operations.

Requirements include a high school diploma (hospitality or communications advantageous), 1–3 years in PBX/call center/customer service, and excellent English. This role is based in Saudi Arabia with FAENA properties.

Qualifications

• High school diploma or equivalent; diploma in hospitality or communications is an advantage.
• 1-3 years of experience in PBX, call center, front office, or customer service (preferably in hospitality).
• Basic understanding of telephone switchboard and call handling procedures.
• Familiarity with hotel operations and guest service standards.
• Excellent verbal communication and telephone etiquette.

Responsibilities

• Answer and handle all incoming and outgoing 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 PBX switchboard system at all times.
• Record and relay messages accurately to guests and departments.
• Maintain confidentiality and privacy of guest information.
• Support internal communication between hotel departments.
• Handle wake-up calls and request forwarding.

Skills

PBX knowledge

Call center experience

Customer service

Hospitality awareness

English proficiency

Education

High school diploma

Diploma in hospitality or communications

Tools

PBX Switchboard

Microsoft Office

Job description

The FAENA Movement is a journey of art culture and community Rooted in the soulful traditions of the South and elevated by imaginative design our culture celebrates authentic hospitality and transformative experiences We create spaces where dreams are brought to life through bold ideas meaningful collaboration and a deep sense of purpose As we continue our expansion into the Kingdom of Saudi Arabia FAENA The Red Sea will mark a new chapter visionary in spirit exceptional in execution We re building more than a hotel we re shaping a world of beauty wonder and connection If you re driven by creativity excellence and a desire to be part of something extraordinary we invite you to help bring this vision to life.

JOB OVERVIEW

The Guest Experience Agent - Telephone manages all incoming and outgoing telephone calls directing them efficiently to the correct departments or guests The role ensures clear professional communication assists guests with inquiries and supports internal communication to maintain smooth hotel operations.

DUTIES AND 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
• 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 with emergency communication procedures when required
• Update and maintain call logs and communication records
• Support internal communication between hotel departments
• Ensure guest privacy and confidentiality of all information
• Report any system faults or communication issues to the IT department
• Assist guests with basic inquiries about hotel services and facilities
• Follow hotel communication protocols and standard operating procedures
• Ensure smooth and uninterrupted telephone service operations
• Maintain professionalism and calmness during high-volume or emergency situations
• High school diploma or equivalent; diploma in hospitality or communications is an advantage
• 1 3 years of experience in a PBX, call center, front office, or customer service role (preferably in hospitality)
• Basic understanding of telephone switchboard/PBX systems and call handling procedures
• Familiarity with hotel operations and guest service standards is an advantage
• Basic computer literacy and ability to use communication systems and software
• Proficiency in Microsoft Office applications is an advantage
• Excellent verbal communication and telephone etiquette
• Strong customer service and guest interaction skills
• Ability to handle multiple calls and tasks efficiently
• Good listening skills and attention to detail
• Calm and professional behavior under pressure
• Strong organizational and time management skills
• Ability to respond quickly and accurately to requests
• Basic problem-solving and information handling skills
• Teamwork and coordination with different departments
• Ability to maintain confidentiality and professionalism
• Clear and polite communication in English (additional languages are an advantage)
• Reliability, punctuality, and strong work discipline