Guest Service Associate – Service Centre Operator

OVERVIEW/BASIC FUNCTION: The Communications Operator acts as the central communication hub for Rosewood AMAALA, handling all internal and external calls, digital requests, and emergency communications (fire, medical, power/system failure) in a timely, courteous, and accurate manner. Ensures that guest and associates calls are answered promptly, routed correctly, and followed up through PMS, Unifocus (Knowcross), in full alignment with Rosewood’s Brand and Forbes Travel Guide / LQA standards. The Operator plays a key role in coordinating guest requests, supporting service recovery, and maintaining calm, clear communication during any emergency or incident. RESPONSIBILITIES: Answer all internal and external calls promptly, using correct Rosewood telephone etiquette RD-GEN-SOP-004 TELEPHONE ETIQUETTE. Identify caller needs efficiently and route calls to the appropriate department or associates. Ensure all calls are handled with warmth, professionalism, and accuracy, reflecting the ultra-luxury positioning of Rosewood AMAALA. Receive guest requests via phone or internal channels (extra amenities, housekeeping service, maintenance issues, transportation, wake-up calls, in-room dining coordination and any services. Log all requests through Unifocus (Knowcross) to the correct department and priority level. Track open tasks and follow up with departments to ensure timely completion; update status in the system. Coordinate with Front Desk, Guest Relations and Butler on urgent or VIP requests to ensure personalized follow-up. Provide accurate information about the resort facilities, operating hours, and basic destination details, referring to complex requests to Concierge or Guest Relations. Set, manage, and verify wake-up calls, ensuring accuracy and logging on to any issues or missed calls immediately. Handle guest messages and internal notifications, ensuring they are accurately recorded and delivered promptly and confidentially. Support internal communication by relaying messages to associates and leaders when radio or direct contact is not possible. Operate the telephone/PBX system, PMS, and any integrated communication tools according to SOPs. Ensure all request logs and call notes are accurate, clear, and complete to support follow-up and future reference. Support basic troubleshooting for guest telephone issues in rooms by coordinating with Engineering and/or IT. RD-GEN-SOP-005 MONITOR TELEPHONE DEVICES Act as a key contact point during emergencies (fire alarms, medical incidents, security issues), handling calls calmly and following emergency communication protocols. Notify the emergency team (Duty Manager, Security, Engineering, Resort Manager) immediately for all critical incidents. Follow special communication procedures as defined for VIP visits, security events, or crisis situations. Maintain confidentiality and discretion when handling sensitive information or high-profile guest calls. Ensure all verbal communication reflects Rosewood’s tone of voice: calm, respectful, warm, and confident. Adhere strictly to Rosewood, Forbes / LQA standards related to call answering time, greeting structure, verification of guest identity, and call closure. Support A Sense of Place® by speaking knowledgeably and confidently about AMAALA, the Red Sea, and local culture when guests request basic information. Maintain a professional telephone manner at all times, even under pressure or during high-call-volume periods. Maintain close communication with Front Desk, Guest Relations, Concierge, and Butler to coordinate information on VIPs, groups, and key movements. Coordinate with Housekeeping and Engineering on room status or urgent issues reported by guests via telephone. Liaise with Security regarding suspicious calls, emergency reports, or lost-and-found inquiries received through the operator lines. Manage Restaurant booking and inquiries comes from email and phone, communicate to respective restaurant/outlet if any special request from guest. Maintain up-to-date internal telephone lists, department contact details, and escalation trees. Keep clear logs of important calls, incidents, wake-up call failures, and system outages for review by the Communications Supervisor / Director of Front Services. Assist in generating simple reports on call volumes, response times, and request trends when required. Participate in training on telephone etiquette, systems usage, emergency procedures, Rosewood standards, and Forbes/LQA expectations. Welcome feedback from supervisors and apply coaching to improve accuracy, speed, and service quality. Share recurring issues or guest feedback with leadership to support process improvements and service recovery initiatives. Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards. Ensure that standards are maintained at a superior level on a daily basis. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment on