Guest Experience Agent - Telephones (Saudi National Only)

FAENA; Saudi Arabia; On-site; SAR 28,000 - 50,000; Full time

Job summary

FAENA is seeking a Guest Experience Agent - Telephone in Saudi Arabia to manage all incoming and outgoing calls, directing them to the right departments and guests, while maintaining professional communication and supporting hotel operations.

You will handle wake-up calls, take messages, monitor PBX, and ensure guest privacy, with a focus on accuracy and courtesy. A hospitality background and strong English are preferred to deliver excellent guest experiences.

Qualifications

• 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 (hospitality preferred).
• Basic understanding of telephone switchboard/PBX systems and call handling procedures.
• Familiarity with hotel operations and guest service standards is an advantage.

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.

Skills

Verbal communication

Telephone etiquette

Customer service

Multitasking

Active listening

Time management

Confidentiality

Education

High school diploma

Diploma in hospitality or communications

Tools

PBX systems

Microsoft Office

Job description

Company 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.

FAENA The Red Sea

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 Description

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

Qualifications

QUALIFICATIONS DESIRED

• 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

Additional Information

Skills

• 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