Guest Experience Specialist - Phone & Front Desk

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

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.