Telephone Operator (Saudi Nationals Only)

Overview

This role sits within the Rooms Division, Front Office, and Guest Services team in Al Khobar, Saudi Arabia. The telephone operator is responsible for managing all inbound calls to and from the hotel in a courteous, attentive, and service-focused way, while following Kempinski and LQA service standards.

Core duties

• Receive every incoming call and route it promptly to the correct extension with a warm, professional approach.
• Record guest messages accurately and ensure they are passed on without delay.
• Process guest requests related to Do Not Disturb and confidential status settings.
• Arrange personal wake-up calls for guests in line with LQA expectations, including automated wake-up calls for group and crew guests.
• Respond to guest questions and requests, provide assistance where possible, and direct matters to the right team when escalation is needed, including external call support and complaint handling.
• Act as the hotel’s communication hub during emergencies and coordinate all related communications.
• Maintain accurate logs of domestic and international direct-dial calls and work with Front Office Reception to ensure telephone charges are billed and collected correctly.
• Monitor television channels as well as music in outlets and public areas to confirm that everything is operating properly.
• Stay informed about the telephone directory, team member joiners and leavers, emergency procedures, special promotions, and general hotel product details.
• Keep the workstation orderly and presentable at all times.
• Carry out any additional duties assigned according to hotel and business requirements.

Additional information

Department: Rooms Division, Front Office & Guest Services
Location: Saudi Arabia - Al Khobar