About Gewan Hotels & Resorts

Gewan Hotels & Resorts is bringing next-generation luxury hospitality to New Al Alamin on Egypt’s North Coast. Our Telephone (PBX) team is the voice of the resort—every call, wake-up request, and urgent message begins here. We’re looking for a courteous, tech-savvy Telephone Operator to ensure each guest interaction is handled promptly, accurately, and with genuine warmth.

Job Description

The Telephone Operator answers all incoming and internal calls via the resort’s digital PBX/VoIP console, routes them to the correct departments, and follows up on guest requests, wake-up calls, and emergency procedures according to Gewan standards.

Key Responsibilities

• Answer external and internal calls within brand-standard time, using approved greetings.
• Route calls accurately to guestrooms, departments, or outside lines; take and relay messages when necessary.
• Log and deliver wake-up calls, guest requests, and maintenance issues; follow through until closed.
• Provide basic resort information (facilities, hours, reservations) and upsell F&B or spa promotions when appropriate.
• Follow emergency scripts for fire alarms, medical calls, and security incidents; alert the Duty Manager and Security.
• Keep the PBX console, headsets, and workspace clean and organised; report technical issues to IT/Engineering.
• Maintain confidentiality of guest information and comply with data-privacy regulations.
• Assist with shift handovers and daily call-volume reports.

Requirements

• 1 + year of experience as PBX/Telephone Operator or Front-Office agent in an upscale hotel or call-centre environment.
• Clear, articulate telephone manner and strong listening skills.
• Familiarity with IP-PBX or cloud PBX consoles (Mitel, Avaya, Cisco, 3CX, etc.) and basic PMS functions (Opera preferred).
• Ability to multitask, stay calm, and prioritise during high call volumes or emergencies.
• Good computer and data-entry skills; accuracy in logging wake-up calls and service requests.
• Flexibility to work rotating shifts, nights, weekends, and public holidays.