Guest Services Communications Specialist

Rosewood Hotels and Resorts; Saudi Arabia; On-site; SAR 167,000 - 268,000; Full time

Job summary

Rosewood AMAALA seeks a Communications Operator to serve as the central hub for all internal and external calls, guest requests, and emergency communications. You will log and coordinate requests across Front Desk, Guest Relations, Concierge and Butler, ensuring accurate information and timely follow-up.

The role requires meticulous adherence to Rosewood etiquette, brand standards, and luxury guest service.

Responsibilities

• Answer all internal and external calls promptly using Rosewood telephone etiquette.
• Identify caller needs efficiently and route calls to the appropriate department or associates.
• Log all requests through Unifocus Knowcross and track open tasks to ensure timely completion.
• Coordinate with Front Desk, Guest Relations and Butler on urgent or VIP requests for personalized follow-up.
• Provide accurate information about resort facilities, operating hours and basic destination details; escalate complex requests to Concierge.
• Set, manage and verify wake-up calls and log any issues promptly.
• Handle guest messages and internal notifications, ensuring they are recorded and delivered confidentially.
• Operate the telephone PBX, PMS and integrated tools according to SOPs.
• Support basic troubleshooting for guest telephone issues by coordinating with Engineering or IT.
• Act as a key contact during emergencies and follow emergency communication protocols; notify duty manager and security as needed.
• Maintain up-to-date internal telephone lists and escalation trees; keep logs of important calls and incidents for review.

Job description

Rosewood AMAALA seeks a Communications Operator to serve as the central hub for all internal and external calls, guest requests, and emergency communications. You will log and coordinate requests across Front Desk, Guest Relations, Concierge and Butler, ensuring accurate information and timely follow-up.

The role requires meticulous adherence to Rosewood etiquette, brand standards, and luxury guest service.