Guest Experience Agent Telephones

About Accor and FAENA The Red Sea

Accor is expanding its FAENA brand into the Kingdom of Saudi Arabia with FAENA The Red Sea. The FAENA Movement focuses on art, culture, and community, drawing from soulful traditions and imaginative design to create spaces that offer authentic hospitality and transformative experiences. This expansion represents a new chapter for the brand, emphasizing visionary spirit and exceptional execution.

Role Overview: Guest Experience Agent - Telephones

The Guest Experience Agent - Telephones is responsible for managing all incoming and outgoing telephone communications within the hotel. This full-time role, open to Saudi Nationals only, involves efficiently directing calls, providing guest assistance, and supporting internal communication to ensure smooth hotel operations. The position requires 0-1 years of experience.

Key Responsibilities

• Answer and manage all incoming and outgoing telephone calls promptly and professionally.
• Transfer calls efficiently to the appropriate departments, guests, or staff.
• Provide accurate information and assistance to guests and callers regarding hotel services and facilities.
• Operate and monitor the hotel’s PBX/switchboard system continuously.
• Handle wake-up calls, take messages, and process call forwarding requests.
• Maintain clear and courteous communication standards in all interactions.
• Record and relay messages accurately to guests and various departments.
• Assist with emergency communication procedures as required.
• Update and maintain call logs and communication records.
• Support internal communication flow between hotel departments.
• Ensure guest privacy and maintain confidentiality of all information.
• Report any system faults or communication issues to the IT department.
• Follow hotel communication protocols and standard operating procedures.
• Ensure smooth and uninterrupted telephone service operations.
• Maintain professionalism and composure during high-volume periods or emergency situations.

Candidate Requirements

• 1-3 years of experience in a relevant field.
• Strong communication skills, both verbal and written.
• Ability to operate a multi-line telephone system or switchboard.
• Demonstrated ability to maintain professionalism and calmness under pressure.
• Commitment to guest privacy and confidentiality.
• This position is open to Saudi Nationals Only.

Work Environment

This is a full-time position within the hospitality sector, contributing to the guest experience at FAENA The Red Sea. The role requires adherence to hotel communication protocols and standard operating procedures to ensure seamless service delivery.