Telephone Operator (Only Saudis)

Kempinski Hotels; Al Khobar; On-site; SAR 60,000 - 100,000; Full time

Job summary

Kempinski Hotels in Al Khobar, Saudi Arabia, seeks a Front Office & Guest Services agent responsible for answering internal and external calls in a friendly, caring manner, in line with Kempinski and LQA standards.

Main duties include taking messages accurately, handling wake-up requests, and assisting guests while serving as the hotel communications center in emergencies. This role supports telephone billing coordination and guest services.

Responsibilities

• Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to Kempinski standards.
• Write down messages accurately for guests and deliver messages promptly.
• Handle guests' requests for DND and confidential status.
• Handle personal wakeup call requests and group/crew wakeups.
• Answer guest questions/requests and take appropriate actions or refer to relevant staff.
• In case of emergency, act as the hotel communications center.
• Maintain records of Direct Dial calls and coordinate telephone charges with front desk.
• Monitor TV channels and public area music for smooth operation.
• Keep abreast of telephone directory, staff changes, emergency procedures and promotions.
• Maintain the neatness of the working area.

Job description

Department: Rooms Division, Front Office & Guest Services

Location: Saudi Arabia - Al Khobar

Description

The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.

Key Responsibilities

• Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
• Write down messages accurately for our guests and deliver messages in a timely manner.
• Handle guests' requests for DND (Do Not Disturb) and confidential status.
• Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
• Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
• In case of emergency, handles all communications for the hotel whilst serving as the communication center.
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
• Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
• In case of emergency, handle all communications for the hotel whilst serving as the communication center.
• Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
• Maintain the neatness of their working area at all time.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.