PBX Operator

AccorHotel; Medina; On-site; SAR 48,000 - 96,000; Full time

Job summary

Accor is seeking a Guest Services professional in Medina to manage PBX operations, guest inquiries, and service requests with grace and efficiency. You will coordinate with hotel departments, maintain call logs, and support service recovery while upholding luxury standards.

The role requires strong communication skills, discretion, and the ability to work nights, weekends, and holidays in a high-end hotel environment.

Qualifications

• Minimum 1–2 years of experience in PBX, Front Office, or Guest Services within a luxury or five‑star hotel environment preferred.
• Diploma or certificate in Hospitality or related field is an advantage.

Responsibilities

• Telephone & Communication Excellence: Answer all calls promptly, route messages accurately, and maintain a welcoming tone.
• Guest Assistance & Service Support: Aid guests with inquiries and service requests, ensuring timely follow-up and satisfaction.
• Emergency & Safety Communication: Follow emergency procedures and act as central point during incidents with discretion.
• Operational Accuracy & Documentation: Record messages, maintain call logs and update internal directories.
• Standards, Brand & Compliance: Uphold Accor brand standards and confidentiality; participate in training.

Skills

Verbal communication

English fluency

Multitasking

Time management

Discretion and diplomacy

Education

Diploma in Hospitality

Front Office certification

Tools

PBX/Phone systems

Hotel front desk software

Job description

Key Responsibilities

• Telephone & Communication Excellence Answer all incoming and internal calls promptly using the approved Raffles greeting and etiquette standards. Accurately route calls, take messages and provide information in a courteous, clear and professional manner. Maintain a calm, polished and welcoming tone at all times, regardless of call volume or complexity. Handle guest wake-up calls and special call requests accurately and punctually.
• Guest Assistance & Service Support Assist guests with general inquiries, hotel information, and service requests ensuring timely follow-up. Coordinate guest requests with relevant departments and track completion to ensure guest satisfaction. Support service recovery by responding empathetically to guest concerns and escalating appropriately.
• Emergency & Safety Communication Follow established emergency procedures and communication protocols in case of fire, medical incidents or security situations. Act as a central communication point during emergencies ensuring accuracy, discretion and composure. Maintain updated emergency contact lists and procedures.
• Operational Accuracy & Documentation Record and relay messages accurately and confidentially. Maintain call logs, wake-up call records and other required documentation. Update and maintain internal extension lists and contact directories.
• Standards, Brand & Compliance Uphold Raffles communication, grooming and service etiquette standards at all times. Maintain strict confidentiality regarding guest information and sensitive situations. Ensure compliance with hotel policies, safety procedures and data protection requirements. Participate in service culture training and continuous development programs.

Qualifications & Experience

Minimum 1 2 years of experience in PBX, Front Office, or Guest Services within a luxury or five-star hotel environment preferred. Diploma or certificate in Hospitality or related field is an advantage.

Skills & Competencies

• Exceptional verbal communication and listening skills.
• Clear, pleasant speaking voice with excellent diction.
• Strong multitasking and time-management abilities.
• High attention to detail and accuracy.
• Ability to remain calm and professional under pressure.
• Proficiency in telephone systems and basic computer applications.
• Fluency in English required; additional languages are a strong advantage.

Personal Attributes

• Polished, courteous, and professional demeanor.
• Discreet, trustworthy, and service-oriented.
• Calm, composed, and confident in emergency situations.
• Flexible to work shifts, including nights, weekends, and holidays.
• Passion for luxury hospitality and guest satisfaction.