Call Centre Reservations Representative📣 Job Ad

About the Role

SIHAMCO is seeking a professional and guest-focused Call Centre Reservations Representative to join The Groves team in Riyadh. This is a full-time, seasonal position, with an approximate duration of 6-7 months, requiring 2-5 years of relevant experience. The role is suited for individuals who thrive in a fast-paced, premium hospitality and entertainment environment and are dedicated to delivering exceptional guest service.

Role Purpose and Impact

As a primary point of contact, the Call Centre Reservations Representative plays a crucial role in creating a seamless and positive guest experience. This position extends beyond simply answering calls; it involves connecting guests with experiences and ensuring their journey begins with professional and attentive service.

Key Responsibilities

• Answer incoming calls promptly, professionally, and with a welcoming approach.
• Handle restaurant reservations, booking enquiries, amendments, cancellations, and general guest requests accurately.
• Provide guests with clear and up-to-date information about restaurants, menus, events, entertainment, operating hours, promotions, facilities, and experiences.
• Assist guests in selecting suitable restaurants or experiences based on their requirements and preferences.
• Manage high volumes of enquiries during peak periods while maintaining a calm, professional, and friendly manner.
• Confirm booking details and ensure all guest information is accurately recorded in the relevant reservation or CRM system.
• Respond to guest questions and concerns, taking ownership of enquiries through to resolution wherever possible.
• Handle complaints professionally and sensitively, escalating matters to the appropriate department or supervisor when required.
• Coordinate with restaurants, guest relations, operations, and other departments to ensure guest requests are followed through.
• Maintain accurate records of guest interactions, bookings, requests, and follow-ups.
• Proactively communicate any changes to reservations, operating hours, events, or guest arrangements.
• Ensure all guest interactions are handled in line with service standards and brand experience.
• Protect guest information and maintain confidentiality at all times.
• Identify opportunities to enhance the guest experience through personalised service and thoughtful recommendations.
• Support the wider Guest Experience team during busy periods and major events as required.

Candidate Profile and Requirements

• Willingness to work shifts on rotation, including shifts that conclude at midnight.
• A naturally warm, professional, and service-oriented demeanor.
• Ability to remain calm and professional under pressure.
• A guest-obsessed and solutions-focused approach.
• Confidence in representing a premium hospitality destination.
• Understanding that every call presents an opportunity to create a positive first impression.
• Minimum of 2-5 years of experience in a relevant customer service or hospitality role.

Work Environment and Schedule

This full-time, seasonal role is based in Riyadh and is expected to last approximately 6-7 months. The position requires flexibility to work rotational shifts, with some shifts extending until midnight, to support the operational needs of a dynamic premium hospitality and entertainment environment.

Application Information

SIHAMCO invites qualified candidates who meet the outlined requirements to apply for this Call Centre Reservations Representative position within The Groves team.