Call Centre Reservations Representative

We are seeking a professional, polished, and guest-focused Call Centre & Reservations Representative to join the team at The Groves in Riyadh. As one of the first points of contact for our guests, you will play an important role in creating a seamless and positive guest experience. You will manage incoming calls and enquiries, assist guests with restaurant reservations, provide information about our dining, entertainment and retail offerings, and ensure every interaction reflects the high standards of The Groves. This is a seasonal position for approximately 6 7 months , ideal for someone who enjoys working in a fast-paced, premium hospitality and entertainment environment and has a genuine passion for delivering exceptional guest service.

Answer incoming calls promptly, professionally, and with a warm and welcoming approach. Handle restaurant reservations, booking enquiries, amendments, cancellations, and general guest requests accurately. Provide guests with clear and up-to-date information about restaurants, menus, events, entertainment, operating hours, promotions, facilities, and experiences . Assist guests in selecting suitable restaurants or experiences based on their requirements and preferences. Manage high volumes of enquiries during peak periods while maintaining a calm, professional, and friendly manner. Confirm booking details and ensure all guest information is accurately recorded in the relevant reservation or CRM system. Respond to guest questions and concerns, taking ownership of enquiries through to resolution wherever possible. Handle complaints professionally and sensitively, escalating matters to the appropriate department or supervisor when required. Coordinate with restaurants, guest relations, operations, and other departments to ensure guest requests are followed through. Maintain accurate records of guest interactions, bookings, requests, and follow-ups. Proactively communicate any changes to reservations, operating hours, events, or guest arrangements. Ensure all guest interactions are handled in line with service standards and brand experience . Protect guest information and maintain confidentiality at all times. Identify opportunities to enhance the guest experience through personalised service and thoughtful recommendations. Support the wider Guest Experience team during busy periods and major events as required.

Desired Candidate Profile

2 years experience in a call center, hospitality, or customer service role. Business level proficiency in both Arabic and English (spoken and written). Prior experience in a call centre, hospitality, or customer service role is required. Willing to work shifts on rotation one of them ending at midnight. Naturally warm, professional, and service-oriented. Ability to remain calm and professional under pressure. Familiarity with F&B, hospitality, or entertainment industries is an advantage. Most importantly, we are looking for someone who understands that every call is an opportunity to create a great first impression. You should be guest-obsessed, solutions-focused, and confident representing a premium hospitality destination . This role is not simply about answering calls it is about connecting guests with the experiences and ensuring their journey begins with exceptional service.