Telecommunications Agent (Telephone Operator)

About the role

Rixos Bab Al Bahr, a five-star luxury beachfront resort on Al Marjan Island in Ras Al Khaimah, UAE, is looking for a Telecommunications Agent (Telephone Operator). The role covers answering calls, handling guest requests and supporting the front office and guest services with a polite, professional telephone manner.

Key responsibilities

• Answer all incoming and internal calls promptly and professionally, following luxury service standards.
• Give accurate information on resort facilities, services, events, dining options and opening hours.
• Handle guest requests efficiently and route them to the right department (housekeeping, front office, concierge, engineering, etc.).
• Take and relay wake-up call requests accurately and on time.
• Handle emergency calls calmly and follow safety and security procedures.
• Maintain guest confidentiality and log requests, complaints and follow-ups in the system.
• Coordinate with front office and guest services on VIPs and special requests, and operate the hotel's PBX to ensure correct call routing.
• Assist guests with international calls and language or communication needs, and support other departments during peak hours or special events.

Required profile

• Excellent verbal communication and listening skills, with a pleasant voice and professional telephone manner.
• Strong knowledge of resort services and layout.
• Ability to multitask and stay calm under pressure, with a customer-focused mindset.
• At least 1 year of experience in a similar role within a five-star luxury property.
• Fluent English; Russian is an asset.

What we offer

• Competitive salary.
• Duty meals (breakfast, lunch, dinner, midnight meal) and coffee breaks.
• Vacation tickets and benefits provided by the hotel.
• Accommodation and medical insurance provided.
• A multicultural environment with training to international luxury standards and career growth.