PBX Operator - Raffles The Red Sea (Saudi National)

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.
• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination, scheduling, and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.

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