Call Center Agent – Guest Services

About the role

We are looking for a friendly and professional Call Center Agent to join the guest services team at The Ritz‑Carlton Abu Dhabi, Grand Canal. In this full‑time position you will be the first point of contact for guests calling the hotel, handling a wide range of requests and ensuring a seamless communication experience.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions and concerns.
• Operate the telephone switchboard, handling wake‑up calls, screening calls, do‑not‑disturb, call forwarding, conference calls, TDD relay and non‑registered guest calls.
• Advise guests of received messages, monitor busy or unanswered lines and provide status updates.
• Activate or deactivate guest‑room message lights as required.
• Instruct guests on internet access and transfer technical issues to the provider’s support line.
• Test communications equipment to ensure proper functionality.
• Respond to special requests from guests with unique needs and coordinate with the appropriate department.
• Follow up with guests to confirm satisfaction and dispatch bell or valet staff when needed.
• Comply with all company policies, report accidents or unsafe conditions, maintain a professional appearance and protect confidential information.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Ability to stand, sit or walk for extended periods.
• Capability to lift, carry, push or pull objects weighing up to 10 lb without assistance.
• Willingness to follow all company policies and procedures.

Required skills

• Telephone switchboard operation.
• Basic computer usage and familiarity with POS systems.
• Internet troubleshooting basics.