Guest Communications Agent - Telephone Services

The Ritz-Carlton Hotel Company, L.L.C.; Abu Dhabi; On-site; AED 45,000 - 78,000; Full time

Job summary

The Ritz-Carlton Abu Dhabi is seeking a Guest Communications Agent to handle guest telephone services and communications across hotel departments. This full-time, non-management position focuses on accuracy, hospitality, and proactive follow-up to guest requests.

The role operates from the on-site telephone switchboard, managing wake-up calls, messages, and special requests while maintaining Ritz-Carlton Gold Standards of service and guest privacy.

Qualifications

• High school diploma or GED equivalent.
• No related work experience required.
• Non-management role; on-site position.

Responsibilities

• Answer, record, log, and process guest telephone calls, requests, questions, and concerns.
• Operate the hotel’s telephone switchboard according to procedures.
• Process wake-up calls, screened calls, do not disturb, call forwarding, and conference calls.
• Inform guests when messages have been received.
• Receive, record, and relay messages accurately and clearly.
• Activate/deactivate guest room message lights as needed.
• Monitor busy/unanswered lines and follow up accordingly.
• Check back with callers on hold and provide status updates.

Skills

Communication

Telephone etiquette

Education

High school diploma or GED

Tools

POS systems

Hotel computer systems

Telephone switchboard

Job description

Guest Communications Agent - Telephone Services

Job Snapshot

Role: Guest Communications Agent

Location: Abu Dhabi, United Arab Emirates

Industry: Hospitality

Function: Guest Services-Concierge

Experience: No related work experience required

Job Type: Full-time

Job Overview

The Guest Communications Agent is a full-time, non-management role with The Ritz-Carlton in Abu Dhabi, United Arab Emirates. The position serves as an important communication link between hotel guests and operational departments, handling telephone calls, requests, messages, questions, and service concerns with accuracy and professional hospitality. Working from the hotel 's telephone switchboard, the agent manages a range of guest communication services, coordinates requests with the appropriate teams, monitors unresolved calls, and follows up to confirm that guest needs have been addressed satisfactorily.

Job Details

Country: United Arab Emirates

City: Abu Dhabi

Industry: Hospitality

Function: Guest Services-Concierge

Salary: Not disclosed

Gender: No Preference

Candidate Nationality: Not specified

Job Type: Full-time

Job Number 26114230

Position Type Non-Management

Work Arrangement This is an on-site position and is not located remotely.

Guest Communication Responsibilities

• Answer, record, log, and process guest telephone calls, requests, questions, and concerns.
• Operate the hotel 's telephone switchboard station according to established procedures.
• Process requests for wake-up calls, screened calls, do not disturb, call forwarding, conference calls, TDD relay calls, and calls for non-registered guests.
• Inform guests when messages have been received for them.
• Receive, record, and relay messages accurately, completely, and clearly.
• Activate and deactivate guest room message lights as appropriate.
• Monitor busy and unanswered telephone lines and take appropriate follow-up action.
• Check back with callers placed on hold, provide status updates, and offer to take messages when necessary.
• Use clear and professional language and maintain appropriate telephone etiquette during every interaction.

Supporting Guest Requests

The Guest Communications Agent responds to special requests, including those from guests with unique needs, and contacts the appropriate individual or hotel department when additional assistance is required. The role follows up with guests to verify that requests, concerns, or problems have been resolved to their satisfaction. When operational assistance is required, the agent also dispatches bell or valet staff as appropriate.

Technology and Communications Support

• Guide guests on how to access internet services.
• Transfer guests experiencing internet problems to the provider 's customer support service when required.
• Test communications equipment to confirm that it is functioning correctly.
• Enter and retrieve information using hotel computer systems and Point of Sale systems.
• Report communications problems or other issues through the appropriate channels.

Service Standards

The position requires consistent attention to guest privacy, confidentiality, and professional service. The Guest Communications Agent welcomes and acknowledges guests according to company standards, anticipates service needs, assists individuals with disabilities, and communicates with genuine appreciation. Positive working relationships with colleagues are also important, as many guest requests require coordination across different hotel departments.

Preferred Qualifications

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

Related Work Experience: No related work experience required.

Supervisory Experience: No supervisory experience required.

License or Certification: None required.

Physical Requirements

The role may require standing, sitting, or walking for extended periods. Candidates must also be able to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Professional Expectations

Associates are expected to follow company policies and procedures, maintain a clean and professional appearance, protect company assets, safeguard proprietary information, report accidents and unsafe working conditions, and comply with applicable quality assurance expectations and standards.

The Ritz-Carlton Gold Standards

The Ritz-Carlton 's Gold Standards guide the way its Ladies and Gentlemen serve guests and work with colleagues. Associates are expected to learn and exemplify the brand 's Credo, Employee Promise, and Service Values while delivering gracious and thoughtful hospitality.

About the Company

The Ritz-Carlton operates more than 100 award-winning properties worldwide and is part of Marriott International 's portfolio of brands. Its Ladies and Gentlemen deliver luxury hospitality experiences guided by The Ritz-Carlton Gold Standards.