Guest Experience Concierge - Phone & Front Desk

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

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.