Guest Experience Agent / Telephone Operator (Arabic Speaker)

About the role

The Guest Experience Agent provides front‑line telephone support for hotel guests, ensuring every call, request and concern is handled promptly and professionally. This full‑time position is based at the EDITION Hotel in Downtown Dubai and requires fluent Arabic and English communication.

Key responsibilities

• Answer, record, log and process all guest calls, requests and concerns.
• Operate the telephone switchboard, managing wake‑up calls, screening, do‑not‑disturb, call forwarding and conference calls.
• Relay messages accurately and activate/deactivate guest room message lights as needed.
• Assist guests with internet access and coordinate with the provider’s support line.
• Test communications equipment to ensure proper functionality and respond to special guest requests.
• Dispatch bell or valet staff when required and adhere to all company policies and safety procedures.

Required profile

• High school diploma or equivalent.
• Fluent in Arabic and English with clear, professional telephone etiquette.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.
• Commitment to confidentiality, uniform standards and reporting of safety issues.

Required skills

• Telephone switchboard operation.
• POS system usage.
• Basic computer proficiency for data entry and message handling.