Guest Experience Agent or Telephone Operator

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

Job summary

A leading hospitality company in Dubai is seeking a professional to operate the telephone switchboard and respond to guest requests. The ideal candidate will handle guest calls efficiently, assist with internet access, and maintain a high standard of professionalism. This role requires a proactive approach to guest service, ensuring all needs are met satisfactorily.

Qualifications

• Must respond to guest calls and requests promptly.
• Experience in handling communications equipment is essential.
• Ability to maintain professionalism and confidentiality.

Responsibilities

• Operate telephone switchboard and handle guest requests.
• Monitor and respond to incoming calls efficiently.
• Assist guests with internet access and other needs.

Job description

Overview

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.

Required Experience: Unclear Seniority