Night Telephone Operator

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.

Job Description:

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

Rosewood Jeddah is situated in the heart of Jeddah’s Corniche in the fashionable northern corner of the city within easy reach of key business, diplomatic and designer shopping districts. The hotel itself is a distinctive modern building situated along the shores of the Red Sea with memorable views from the hotel’s guestrooms and luxury facilities, making it a popular destination for a Saudi Arabia vacation. The hotel’s name is inspired by the traditional culture and architecture of the city of Jeddah. The city’s history dates back more than two thousand years. As a major port on the Red Sea, Jeddah has been a destination on many adventurers’ voyages and journeys. Unesco described the oldest areas of Jeddah as a unique example of the historic urban architecture of the Mediterranean and the Arabian Peninsula. At Rosewood Jeddah the very best of modern design and technology is combined with the heritage, culture and traditions of the kingdom. The hotel appeals to both business and leisure travelers offering elegance and unparalleled personal service. One of the finest hotels in Jeddah and Saudi Arabia, Rosewood Jeddah was the first hotel in Jeddah to offer 24-hour butler service for all rooms. The hotel’s 127 rooms and suites are thoughtfully furnished and many offer stunning views of the Red Sea.