Guest Experience Agent – Lobby (Saudi National Only)

JOB OVERVIEW 

The Guest Experience Agent - Telephone manages all incoming and outgoing telephone calls, directing them efficiently to the correct departments or guests. The role ensures clear, professional communication, assists guests with inquiries, and supports internal communication to maintain smooth hotel operations. 

 

DUTIES AND RESPONSIBILITIES 

Answer and handle all incoming and outgoing telephone 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 hotel’s PBX/switchboard system at all times 

Handle wake-up calls, message taking, and call forwarding requests 

Maintain clear and courteous communication standards in all interactions 

Record and relay messages accurately to guests and departments 

Assist with emergency communication procedures when required 

Update and maintain call logs and communication records 

Support internal communication between hotel departments 

Ensure guest privacy and confidentiality of all information 

Report any system faults or communication issues to the IT department 

Assist guests with basic inquiries about hotel services and facilities 

Follow hotel communication protocols and standard operating procedures 

Ensure smooth and uninterrupted telephone service operations 

Maintain professionalism and calmness during high-volume or emergency situations

QUALIFICATIONS DESIRED 

High school diploma or equivalent; diploma in hospitality or communications is an advantage 

1–3 years of experience in a PBX, call center, front office, or customer service role (preferably in hospitality) 

Basic understanding of telephone switchboard/PBX systems and call handling procedures 

Familiarity with hotel operations and guest service standards is an advantage 

Basic computer literacy and ability to use communication systems and software 

Proficiency in Microsoft Office applications is an advantage

SKILLS 

Excellent verbal communication and telephone etiquette 

Strong customer service and guest interaction skills 

Ability to handle multiple calls and tasks efficiently 

Good listening skills and attention to detail 

Calm and professional behavior under pressure 

Strong organizational and time management skills 

Ability to respond quickly and accurately to requests 

Basic problem-solving and information handling skills 

Teamwork and coordination with different departments 

Ability to maintain confidentiality and professionalism 

Clear and polite communication in English (additional languages are an advantage) 

Reliability, punctuality, and strong work discipline