Guest Experience Agent / Telephone Operator (Arabic Speaker)

About the role

A full-time, non-management Guest Experience Agent / Telephone Operator position at a hotel in Downtown Dubai, Dubai. The role covers answering and processing guest calls, requests and concerns, operating the telephone switchboard and handling guest messages.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions or concerns, and operate the telephone switchboard.
• Handle 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, monitor busy or unanswered lines, check back with callers on hold and offer to take a message.
• Receive, record and relay messages accurately, activate or deactivate guest room message lights and instruct guests on internet access.
• Test communications equipment, respond to special requests from guests with unique needs and contact the right departments to resolve issues.
• Follow up with guests to confirm their requests were met, dispatch bell or valet staff as needed, and comply with company policies and quality assurance standards.
• Welcome guests according to company standards, assist individuals with disabilities and maintain confidentiality and a professional appearance.

Required profile

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