Call Center Agent – Guest Services

About the role

The Call Center Agent provides front‑line telephone support for guests at The Ritz‑Carlton Abu Dhabi, Grand Canal. You will answer, record, and process guest calls, ensuring timely and accurate communication while delivering the brand’s high standards of service.

Key responsibilities

• Answer, log and process all guest calls, requests, questions and concerns.
• Operate the telephone switchboard, manage wake‑up calls, screening, do‑not‑disturb, call forwarding and conference calls.
• Relay messages accurately and activate/deactivate guest room message lights.
• Assist guests with internet access and transfer technical issues to the provider’s support line.
• Test communications equipment to ensure proper functionality.
• Coordinate with appropriate departments to resolve guest issues and follow up for satisfaction.
• Dispatch bell or valet staff when required.
• Maintain uniform standards, confidentiality and adhere to company policies.

Required profile

• High school diploma or equivalent.
• No prior experience required; ability to learn quickly.
• Excellent verbal communication and professional telephone etiquette.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.
• Commitment to providing courteous, inclusive service to all guests.

Required skills

• Telephone switchboard operation.
• Basic computer usage and POS system navigation.