Guest Service Associate – Service Centre Operator

OVERVIEW/BASIC FUNCTION: The Communications Operator acts as the central communication hub for Rosewood AMAALA, handling all internal and external calls, digital requests, and emergency communications (fire, medical, power/system failure) in a timely, courteous, and accurate manner. Ensures that guest and associates calls are answered promptly, routed correctly, and followed up through PMS, Unifocus (Knowcross), in full alignment with Rosewood’s Brand and Forbes Travel Guide / LQA standards. The Operator plays a key role in coordinating guest requests, supporting service recovery, and maintaining calm, clear communication during any emergency or incident.

Responsibilities

Answer all internal and external calls promptly using correct telephone etiquette; Identify caller needs and route calls to appropriate departments or associates; Log guest requests through Unifocus (Knowcross) to the correct department and priority; Track open tasks and follow up with departments to ensure timely completion; Coordinate with Front Desk, Guest Relations and Butler on urgent or VIP requests; Provide accurate information about resort facilities, operating hours, and destination details; Manage wake-up calls, guest messages, and internal notifications; Operate the telephone/PBX system, PMS, and integrated communication tools; Act as key contact during emergencies and notify the emergency team; Maintain confidentiality and adhere to Rosewood and Forbes/LQA standards.

Requirements

Previous experience in Telephone; High school diploma; Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with coworkers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data; Knowledge of telephone systems; ability to suggestively sell; ability to input and access information in the property management, system/computers; Required to speak, read and write English; Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Nice to have

Fluency in other languages