Guest Service Associate Service Centre Operator📣 إعلان

About Rosewood AMAALA

Rosewood AMAALA is seeking a full-time Guest Service Associate Service Centre Operator to join its team in Saudi Arabia. This role is integral to maintaining the ultra-luxury positioning of Rosewood AMAALA by ensuring seamless and professional communication across all channels.

Role Overview

The Guest Service Associate Service Centre Operator serves as the central communication hub for Rosewood AMAALA. This position is responsible for handling all internal and external calls, digital requests, and critical emergency communications (fire, medical, power/system failure) with timeliness, courtesy, and accuracy. The Operator plays a key role in coordinating guest requests, supporting service recovery, and maintaining calm, clear communication during any incident, ensuring alignment with Rosewood’s Brand and Forbes Travel Guide / LQA standards.

Key Responsibilities

• Answer all internal and external calls promptly, adhering to Rosewood telephone etiquette and reflecting the ultra-luxury brand positioning.
• Efficiently identify caller needs and route calls to the appropriate department or associate.
• Receive and log all guest requests (*, amenities, housekeeping, maintenance, transportation, wake-up calls, in-room dining) via phone or internal channels through Unifocus (Knowcross), assigning correct departments and priority levels.
• Track open tasks and follow up with departments to ensure timely completion, updating status in the system.
• Coordinate urgent or VIP requests with Front Desk, Guest Relations, and Butler for personalized follow-up.
• Provide accurate information about resort facilities, operating hours, and basic destination details, referring complex inquiries to Concierge or Guest Relations.
• Manage and verify wake-up calls, ensuring accuracy and logging any issues immediately.
• Handle guest messages and internal notifications, ensuring accurate recording and prompt, confidential delivery.
• Operate the telephone/PBX system, PMS, and integrated communication tools according to Standard Operating Procedures (SOPs).
• Act as a primary contact during emergencies (fire alarms, medical incidents, security issues), handling calls calmly and following established communication protocols.
• Notify the emergency team (Duty Manager, Security, Engineering, Resort Manager) immediately for all critical incidents.
• Manage restaurant bookings and inquiries received via email and phone, communicating special guest requests to the respective outlets.
• Maintain up-to-date internal telephone lists, department contact details, and escalation trees.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Resolve guest complaints to ensure satisfaction and maintain positive guest relations.

Operational Standards and Coordination

• Adhere strictly to Rosewood, Forbes, and LQA standards regarding call answering time, greeting structure, guest identity verification, and call closure.
• 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.
• Support A Sense of Place® by speaking knowledgeably about AMAALA, the Red Sea, and local culture when guests request basic information.
• Maintain close communication with Front Desk, Guest Relations, Concierge, and Butler to coordinate information on VIPs, groups, and key movements.
• Liaise with Security regarding suspicious calls, emergency reports, or lost-and-found inquiries.
• Participate in training on telephone etiquette, systems usage, emergency procedures, and Rosewood/Forbes/LQA standards.
• Share recurring issues or guest feedback with leadership to support process improvements and service recovery initiatives.

Health, Safety, and Accountability

The associate is responsible for adhering to all Occupational Safety and Health Management System (OSHMS) policies and procedures. This includes:

• Taking reasonable care of their own health and safety, as well as that of others in the workplace.
• Cooperating fully with the Hotel’s OSHMS policies, procedures, and operational work instructions.
• Reporting any potential hazards or OSH incidents and work-related injuries to the immediate supervisor.
• Not intentionally interfering with or misusing any equipment or personal protective equipment (PPE) provided for health and safety.
• Participating in OSH-related planning and implementation, and attending all required OSH training.

Accountability for this role includes full commitment to complying with the company’s OSHMS Policies, Procedures, and Operational Work Instructions, as well as any other relevant legislation. The associate is accountable for their own health and safety and that of others affected by their actions or omissions at work, and for reporting to their supervisor or respective Manager.

Candidate Profile

The ideal candidate will demonstrate a professional telephone manner at all times, even under pressure or during high-call-volume periods. They will possess strong communication skills, a commitment to maintaining superior service standards daily, and the ability to learn and operate various communication systems effectively. A proactive approach to resolving guest complaints and a willingness to welcome feedback for continuous improvement are essential for this role.