PBX Operator

Job description

Raffles & Fairmont the Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to two nature-focused resorts. With 361 rooms, 11 distinct dining concepts, including overwater restaurant with views of the Red Sea and the mangroves, and a Spa. Key Responsibilities Telephone & Communication Excellence: • Answer all incoming and internal calls promptly using the approved Fairmont 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 Fairmont 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.

Requirements

• 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.

Skills