Call Center Agent

Marriott Hotels Resorts; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team as a Guest Service Associate. In this role, you will be the first point of contact for guests, managing their requests and ensuring their needs are met with professionalism and care. Your responsibilities will include operating the telephone switchboard, processing guest inquiries, and maintaining a welcoming atmosphere. This position is perfect for someone who thrives in a fast-paced environment and enjoys helping others. If you are passionate about delivering exceptional service and creating memorable experiences for guests, this opportunity is for you.

Qualifications

• High school diploma required; no related work or supervisory experience needed.
• Strong communication and customer service skills are essential.

Responsibilities

• Answer and process guest calls, requests, and concerns professionally.
• Monitor calls and ensure guest satisfaction with follow-ups.

Skills

Communication Skills

Customer Service

Problem-Solving

Education

High School Diploma or G.E.D. equivalent

Tools

Telephone Switchboard

Computer Systems

POS Systems

Job description

Description

POSITION SUMMARY

Answer record log and process all guest calls requests questions or concerns. Operate telephone switchboard station. Process guest requests for wakeup calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and nonregistered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to providers' customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call request or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive people-first environment. We are committed to nondiscrimination on any protected basis such as disability and veteran status or any other basis covered under applicable law.

Required Experience: Unclear Seniority