Front Office Operator (Saudi National) Hyatt Hotel

Summary

GENERAL ROLE:

As Operator at Miraval The Red Sea, you are the voice of Miraval The Red Sea. You will handle all internal and external calls with warmth, clarity, and professionalism, ensuring guests’ requests and messages are promptly managed and followed up. You play a key role in connecting guests with the right services, coordinating with other departments, and ensuring smooth communication across the resort.

KEY RESPONSIBILITIES:

Please note that the responsibilities outlined below are not exhaustive. Miraval The Red Sea colleagues continuously innovate in caring for the needs of the business, their guests, and their colleagues.

As Operator, you will need to:

Guest Communication & Call Handling

Answer all incoming calls promptly, warmly, and professionally, ensuring guests feel valued from the first interaction.

Handle outgoing calls, wake-up calls, and in-resort guest communication requests with accuracy.

Ensure guest requests are logged, followed up, and completed in a timely manner.

Provide accurate information about resort services, facilities, and experiences.

Coordination & Follow-up

Communicate guest requests clearly and promptly to relevant departments (Housekeeping, Engineering, Spa, F&B, Door Host, Buggy Drivers, etc.).

Track and follow up on service requests to ensure completion and guest satisfaction.

Assist in emergency situations by following established communication and safety protocols.

Guest Engagement & Service Excellence

Anticipate guest needs and offer thoughtful recommendations for resort facilities and experiences.

Ensure every call interaction reflects empathy, professionalism, and Miraval’s mindful luxury approach.

Handle guest complaints or issues calmly, escalating to supervisors when needed.

Operational Support

Maintain updated knowledge of resort facilities, wellness programs, F&B outlets, and daily events.

Ensure all calls, requests, and messages are accurately recorded in the Property Management System.

Assist with operator reports and shift handovers.

Monitor phone systems and report technical issues to IT/Engineering.

Flexibility & Team Collaboration

Demonstrate flexibility in duty hours, supporting morning, evening, overnight, and split shifts.

Support the Front Office team with lobby or reception coverage when needed.

Actively collaborate with colleagues to create seamless guest experiences.

Qualifications

QUALIFICATIONS:

Previous experience in a call center, operator, or guest services role, ideally in a luxury hospitality environment.

Strong verbal communication and telephone etiquette.

Excellent listening skills and ability to remain calm under pressure.

Proficiency in English.

Basic knowledge of PMS (Opera cloud) and telephone systems.

Ability to multitask, prioritize, and follow through on guest requests.

Flexibility to work rotating shifts, weekends, and holidays.

PHYSICAL DEMANDS (IF ANY):

Primarily desk-based role requiring ability to sit and operate phones/computer systems for extended periods.

WORK ENVIRONMENT:

Indoor, call center or designated Front Office operator area.