Guest Experience Agent – Lobby (Saudi National Only)

The FAENA Movement is a journey of art, culture, and community. Rooted in the soulful traditions of the South and elevated by imaginative design, our culture celebrates authentic hospitality and transformative experiences. We create spaces where dreams are brought to life—through bold ideas, meaningful collaboration, and a deep sense of purpose. As we continue our expansion into the Kingdom of Saudi Arabia, FAENA The Red Sea will mark a new chapter—visionary in spirit, exceptional in execution. We’re building more than a hotel; we’re shaping a world of beauty, wonder, and connection. If you’re driven by creativity, excellence, and a desire to be part of something extraordinary, we invite you to help bring this vision to life. JOB OVERVIEW  The Guest Experience Agent - Telephone manages all incoming and outgoing telephone calls, directing them efficiently to the correct departments or guests. The role ensures clear, professional communication, assists guests with inquiries, and supports internal communication to maintain smooth hotel operations.  DUTIES AND RESPONSIBILITIES  Answer and handle all incoming and outgoing telephone calls promptly and professionally  Transfer calls to the appropriate departments, guests, or staff efficiently  Provide accurate information and assistance to guests and callers  Operate and monitor the hotel’s PBX/switchboard system at all times  Handle wake-up calls, message taking, and call forwarding requests  Maintain clear and courteous communication standards in all interactions  Record and relay messages accurately to guests and departments  Assist with emergency communication procedures when required  Update and maintain call logs and communication records  Support internal communication between hotel departments  Ensure guest privacy and confidentiality of all information  Report any system faults or communication issues to the IT department  Assist guests with basic inquiries about hotel services and facilities  Follow hotel communication protocols and standard operating procedures  Ensure smooth and uninterrupted telephone service operations  Maintain professionalism and calmness during high-volume or emergency situations  QUALIFICATIONS DESIRED  High school diploma or equivalent; diploma in hospitality or communications is an advantage  1–3 years of experience in a PBX, call center, front office, or customer service role (preferably in hospitality)  Basic understanding of telephone switchboard/PBX systems and call handling procedures  Familiarity with hotel operations and guest service standards is an advantage  Basic computer literacy and ability to use communication systems and software  Proficiency in Microsoft Office applications is an advantage  SKILLS  Excellent verbal communication and telephone etiquette  Strong customer service and guest interaction skills  Ability to handle multiple calls and tasks efficiently  Good listening skills and attention to detail  Calm and professional behavior under pressure  Strong organizational and time management skills  Ability to respond quickly and accurately to requests  Basic problem-solving and information handling skills  Teamwork and coordination with different departments  Ability to maintain confidentiality and professionalism  Clear and polite communication in English (additional languages are an advantage)  Reliability, punctuality, and strong work discipline