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 only as intended. Always maintain positive guest relations. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas. Maintain complete knowledge of: a. scheduled event/daily activities b. in-house groups c. hotel extension numbers d. All special requests (DND, screen calls, NRG, etc.) e. hours of operation of each outlet f. features and services provided by the hotel Set up workstation with necessary supplies and resource materials. Secure headset console and log onto system. Access all functions of system. Accommodate all telephone, email, Unifocus requests in a friendly manner. Respond to all incoming telephone calls within 3 rings, using proper salutation and closing. Monitor busy lines; check back with caller on hold to update status and offer to take a message. Take, record and relay messages accurately, completely, and legibly. Accept, record and deliver wake-up calls. Accept and process all guest requests for: a. Screening calls b. Do not disturb c. Call transfer/forwarding d. Conference calls e. Non-registered guest Access system for long distance carrier's foreign language operator. Assist callers with local and overseas calls. Monitor telephone system problems and raise F11. All other duties as required. OSHAD RESPONSIBILITIES: While at work, (and while on work premises) an associate shall: Take reasonable care of their own health and safety. Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omission at work; Cooperate with full compliance with Hotel’s developed OSHMS policies, OSHMS procedures & operational works instruction in order to protect the health and safety of the people. Report to immediate supervisor any situation which they have reason to believe could present a hazards and which they cannot themselves correct; Report all OSH incidents and work related injuries; Not intentionally or recklessly interfere with or misuse anything provided (e.g. Equipment & machineries, PPE, etc.) at the Hotel’s workplace in the interest of health, safety, welfare or protection or management of the workplace. Participate in conduct of OSH related

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 only as intended. Always maintain positive guest relations. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas. Maintain complete knowledge of: a. scheduled event/daily activities b. in-house groups c. hotel extension numbers d. All special requests (DND, screen calls, NRG, etc.) e. hours of operation of each outlet f. features and services provided by the hotel. Set up workstation with necessary supplies and resource materials. Secure headset console and log onto system. Access all functions of system. Accommodate all telephone, email, Unifocus requests in a friendly manner. Respond to all incoming telephone calls within 3 rings, using proper salutation and closing. Monitor busy lines; check back with caller on hold to update status and offer to take a message. Take, record and relay messages accurately, completely, and legibly. Accept, record and deliver wake-up calls. Accept and process all guest requests for: a. Screening calls b. Do not disturb c. Call transfer/forwarding d. Conference calls e. Non-registered guest Access system for long distance carrier's foreign language operator. Assist callers with local and overseas calls. Monitor telephone system problems and raise F11. All other duties as required. OSHAD RESPONSIBILITIES: Take reasonable care of their own health and safety. Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omission at work; Cooperate with full compliance with Hotel’s OSHMS policies, OSHMS procedures & operational works instruction in order to protect the health and safety of the people. Report to immediate supervisor any situation which they have reason to believe could present a hazards and which they cannot themselves correct; Report all OSH incidents and work related injuries; Not intentionally or recklessly interfere with or misuse anything provided at the Hotel’s workplace. Participate in conduct of OSH related