Butler Service Desk Agent – Luxury Hotel

About the role

The Butler Service Desk Agent is the first point of contact for all telephone interactions at The St. Regis Abu Dhabi. You will deliver a warm, personalized greeting, anticipate guest needs, and resolve issues promptly to uphold the hotel’s luxury standards.

Key responsibilities

• Answer every incoming call within three rings and provide a courteous welcome.
• Respond to guest inquiries, anticipate their wants, and resolve problems efficiently.
• Maintain awareness of regular guests, their preferences, and core Front Office processes.
• Inform butlers of room blockings, reallocations, and moves as coordinated with Front Office.
• Locate arriving, in‑house, and departed guests by name and room number.
• Use the hotel’s messaging system to create, modify, deliver, and delete messages.
• Transfer calls to the appropriate guest or department when requested.
• Coordinate guest requests and ensure immediate requirements are met.

Required profile

• Full knowledge of the Marriott Bonvoy program, hotel occupancy, and room availability.
• Understanding of all room types, layouts, sizes, connecting configurations, and views.
• Familiarity with core Front Office procedures and guest‑service standards.

Required skills

• Proficiency with telephone system operation and messaging functionality.