Job Description

Job Summary:

The Night Telephone Operator is responsible for delivering exceptional, courteous, and efficient telephone services during overnight hours. The role ensures all incoming and outgoing calls are handled promptly and professionally, supporting guest satisfaction, safety, and smooth night operations in alignment with Rosewood Jeddah hotel standards.

:

Answer all incoming and internal calls promptly, accurately, and courteously, using the hotel's standard greeting at all times.



Connect calls efficiently to guest rooms, departments, or external numbers while maintaining confidentiality.



Take and relay guest messages accurately and in a timely manner.



Provide clear and accurate information regarding hotel services, facilities, operating hours, and local attractions.



Handle wake-up calls and ensure they are executed accurately and on time.



Respond calmly and professionally to guest inquiries, complaints, or emergencies during the night shift, escalating issues to the Night Manager when required.



Coordinate with Front Office, Security, Engineering, and other departments to support guest needs during overnight hours.



Monitor emergency lines, alarms, and communication systems, following established safety and security procedures.



Maintain accurate logs and records of calls, incidents, and wake-up requests during the shift.



Ensure all telephone and communication equipment is functioning properly and report any technical issues immediately.



Maintain a high level of professionalism, discretion, and confidentiality at all times.



Adhere to hotel policies, brand standards, grooming guidelines, and service values.

Key Responsiblities:

Guest Experience & Service Excellence



Answer all incoming and internal calls promptly using Rosewood's approved greeting and service tone.



Provide accurate information on hotel services, facilities, operating hours, and local insights, tailored to guest needs.



Handle guest inquiries, requests, and concerns with empathy, professionalism, and discretion.



Take, record, and relay guest messages accurately and in a timely manner.



Manage wake-up calls with precision, ensuring reliability and follow-up where required.



Night Operations & Coordination



Support the Night Manager by coordinating communication between departments including Security, Engineering, Housekeeping, and Front Office.



Monitor emergency lines and communication systems, responding calmly and effectively according to hotel safety procedures.



Escalate urgent guest matters or incidents appropriately and without delay.



Maintain detailed night logs of calls, incidents, and operational handovers.



Systems & Standards



Operate telephone and communication systems efficiently and report any technical issues immediately.



Maintain strict confidentiality of guest and hotel information at all times.



Adhere to Rosewood brand standards, service culture, grooming guidelines, and operational policies.



Exceptional verbal communication skills with a warm, clear, and confident telephone voice



Strong guest service mindset aligned with luxury hospitality standards



Ability to multitask and work independently during overnight hours



Active listening and problem-solving skills



Basic computer literacy; familiarity with PMS and telephone systems is an advantage



Cultural awareness and sensitivity, particularly within the Saudi context



Qualifications & Experience



High school diploma or equivalent



Prior experience in a luxury or five-star hotel environment is preferred



Proficiency in English and Arabic is required; Arabic and additional languages are a strong advantage



Willingness and flexibility to work night shifts, weekends, and public holidays (Night shift role, typically covering late evening to early morning hours)



Prolonged periods at the telephone or communications desk



The role is suitable for Saudi Nationals in line with Saudization initiatives



Training and development support may be provided to high-potential local talent