Telephone Operator Agent - Luxury Hotel

About the role

A Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre, a Forbes Five-Star luxury hotel, manages incoming and internal calls so that every interaction reflects the hotel's elegance, professionalism and high service standards. The role delivers a seamless, personalized communication experience and handles guest enquiries and requests promptly.

Key responsibilities

• Answer and manage incoming calls professionally, following brand standards, Forbes standards and telephone etiquette.
• Handle guest enquiries, requests and complaints, coordinating with relevant departments for timely resolution.
• Record and deliver messages and make wake-up calls according to service standards.
• Maintain knowledge of hotel facilities, services, dining venues and local attractions to give accurate information and recommendations.
• Assist with restaurant reservations outside Food and Beverage operational hours, recording booking details accurately.
• Handle emergency calls promptly and calmly, following emergency procedures and informing the relevant teams.
• Know telephone system downtime procedures and contingency plans.
• Protect guest privacy and confidentiality when handling personal information.
• Maintain telephone logs, reports and shift handovers.
• Perform additional duties assigned by the supervisor or management.

Required profile

• Passion for delivering exceptional guest service in a luxury hospitality environment.
• Excellent verbal communication skills and a highly professional telephone manner.
• Strong administrative, organizational and multitasking skills.
• Advantageous: previous experience in a similar role in a luxury hotel in Dubai, and knowledge of Forbes Five-Star standards.

Required skills

• Proficiency in computer systems and the ability to learn hotel operating systems.