Guest Experience Agent / Telephone Operator

About the role

EDITION Hotels, part of Marriott International, is hiring a full-time Guest Experience Agent / Telephone Operator in Downtown Dubai. The role covers answering and processing guest calls, requests and concerns, operating the telephone switchboard and handling guest room messages.

Key responsibilities

• Answer, record, log and process guest calls, requests, questions and 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 messages.
• 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 and dispatch bell 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 preferred.
• No related work experience or supervisory experience required.
• Ability to stand, sit or walk for long periods and use computers or POS systems.
• Physical ability to lift and move objects up to 10 pounds without assistance.