Guest Experience Agent Lobby (Saudi National Only)

About Faena The Red Sea

The FAENA Movement is defined by art, culture, and community, drawing from soulful traditions and imaginative design to celebrate authentic hospitality. As FAENA expands into the Kingdom of Saudi Arabia, FAENA The Red Sea will establish a new property, aiming for visionary spirit and exceptional execution. This expansion marks a significant chapter in shaping a world of beauty and connection.

The Opportunity

Faena The Red Sea is seeking a Guest Experience Agent - Telephone to join its team in Saudi Arabia. This full-time role is central to managing all incoming and outgoing telephone communications, ensuring efficient call direction and professional guest interaction. The agent plays a key part in supporting internal communication to maintain smooth hotel operations.

Role Responsibilities

• Answer and handle all incoming and outgoing telephone calls promptly and professionally.
• Transfer calls to 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.

Required Qualifications

• High school diploma or equivalent; a 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 within the hospitality sector.

Skills and Competencies

• 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.

Work Type and Location

This is a full-time position based in Saudi Arabia, contributing to the guest experience at Faena The Red Sea. The role requires consistent adherence to service standards and communication protocols within a dynamic hotel environment.