Butler Service Desk Agent (Telephone Operator)

About the role

The St. Regis in Dubai is looking for a Butler Service Desk Agent (Telephone Operator) to handle guest calls, requests and concerns. The role covers answering phones, operating the switchboard, processing guest requests and following up until guests are satisfied.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions or concerns, and operate the telephone switchboard.
• Process requests such as wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls and non-registered guest calls.
• Advise guests of messages received, relay messages accurately and activate or deactivate room message lights.
• Instruct guests on how to access the internet and transfer guests with problems to the provider's support line.
• Test communications equipment and respond to special requests from guests with unique needs.
• Contact the right person or department to resolve issues and follow up with guests to confirm their requests were met.
• Dispatch bell staff or valet staff as needed.
• Welcome guests according to company standards, assist individuals with disabilities and comply with quality assurance standards.
• Follow company policies, report accidents and unsafe conditions, keep proprietary information confidential and perform other duties requested by supervisors.

Required profile

• High school diploma or G.E.D. equivalent.
• No related work experience or supervisory experience required.
• Ability to stand, sit or walk for long periods and to use computers and POS systems.
• Able to move and lift objects weighing up to 10 pounds without assistance.