PBX Operator

Company description

Raffles & Fairmont the Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to two nature-focused resorts. With 361 rooms, 11 distinct dining concepts, including an overwater restaurant with views of the Red Sea and the mangroves, and a spa.

Raffles The Red Sea will be a sanctuary of refined elegance and timeless luxury, nestled within Saudi Arabia’s extraordinary Red Sea destination. Blending Raffles’ legendary graciousness and personalized service with the natural beauty and sustainability ethos of Red Sea Global, the property offers a curated haven for the world’s most discerning travelers.

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

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.

Additional information

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.