PBX Operator - Fairmont The Red Sea (Saudi National)

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. 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. - Strong understanding of ultra-luxury wellness concepts and brand alignment. - Experience in pre-opening operations, project coordination, and setup of wellness facilities is highly preferred. - Ability to create innovative and culturally relevant wellness experiences aligned with the Red Sea destination. - A proactive, anticipatory approach with a strong sense of accountability and ownership. - Impeccable grooming and personal presentation aligned with luxury standards.