PBX Operator - Raffles The Red Sea (Saudi National)

RAFFLES THE RED SEA 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 & 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.

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.