PBX Operator - Raffles The Red Sea (Saudi National)

Company Overview

Raffles & Fairmont The Red Sea forms part of the landmark Red Sea Project in Saudi Arabia and is designed as two nature-led resorts. The destination will feature 361 guest rooms, 11 unique dining experiences, including an overwater restaurant overlooking the Red Sea and mangroves, as well as a spa.

Raffles The Red Sea is envisioned as a refined luxury retreat that combines the brand’s signature warm hospitality and individualized service with the natural landscape and sustainability principles of Red Sea Global. It is built to welcome highly discerning travelers seeking a carefully curated stay.

Role Summary

The PBX Operator will manage guest and internal communications, support service delivery, and help maintain the standards expected in a luxury hotel environment. The role requires polished telephone etiquette, strong coordination, accurate documentation, and calm handling of both routine requests and urgent situations.

Key Responsibilities

• Handle incoming and internal telephone calls quickly and professionally, following the approved greeting and call-handling standards.
• Direct calls correctly, capture messages accurately, and share information in a courteous and clear manner.
• Keep a composed, polished, and welcoming manner regardless of call volume or complexity.
• Manage wake-up calls and other special call requests with precision and on time.
• Respond to guest inquiries, hotel details, and service needs, then ensure prompt follow-through.
• Coordinate guest requests with the appropriate departments and monitor completion until the guest is satisfied.
• Support service recovery by listening carefully to concerns and escalating issues when necessary.
• Follow emergency communication procedures for fire, medical, or security incidents.
• Serve as a central communication point during emergencies while staying accurate, discreet, and calm.
• Keep emergency contacts and response procedures up to date.
• Document messages with accuracy and confidentiality.
• Maintain call records, wake-up call logs, and other operational documentation.
• Update internal extension lists and contact directories as needed.
• Consistently uphold Raffles standards for communication, grooming, and guest service etiquette.
• Protect guest privacy and handle sensitive information with strict confidentiality.
• Comply with hotel policies, safety requirements, and data protection rules.
• Take part in service culture training and ongoing professional development.

Qualifications and Experience

• At least 1 to 2 years of experience in PBX, Front Office, or Guest Services in a luxury or five-star hotel setting is preferred.
• A diploma or certificate in Hospitality or a related discipline is an added advantage.
• Fluency in English is required, and knowledge of additional languages is considered a strong plus.
• Must have prior experience in pre-opening operations.
• Experience in project coordination, scheduling, and document control during pre-opening phases is beneficial.

Skills and Competencies

• Excellent verbal communication and active listening.
• A clear, pleasant voice with strong diction.
• Ability to juggle multiple tasks and manage time effectively.
• Strong accuracy and attention to detail.
• Confidence to stay calm and professional in high-pressure situations.
• Working knowledge of telephone systems and basic computer tools.
• Strong service mindset with a luxury hospitality orientation.
• Comfort handling emergency communication with composure.
• High level of ownership, accountability, and proactive thinking.

Additional Information

• This position requires an understanding of ultra-luxury guest expectations and close alignment with brand standards.
• The ideal candidate should be proactive and anticipatory, with a strong sense of responsibility.
• Impeccable grooming and personal presentation are essential.
• The role is expected to work shifts, including nights, weekends, and public holidays.