Guest Service Agent - Telephone Operations

The Ritz-Carlton Hotel Company, L.L.C.; Al Ruways Industrial City; On-site; AED 27,900 - 50,220; Full time

Job summary

The Ritz-Carlton Hotel Company, L.L.C. in Abu Dhabi, United Arab Emirates is seeking a Guest Service Agent – Telephone Operations to handle guest calls, service requests, and messaging with precision and courtesy.

This entry‑level role focuses on professional telephone etiquette, accuracy in recording information, and coordinating with hotel departments to ensure exceptional guest experiences in a luxury setting.

Qualifications

• High school diploma or equivalent education preferred.
• No prior hotel or call center experience required.
• Strong verbal communication and professional telephone manner.
• Ability to record guest information and follow up accurately.

Responsibilities

• Answer and log guest calls and requests accurately.
• Operate hotel telephone switchboard to handle calls.
• Process wake‑up calls and manage messaging services.
• Provide basic internet access guidance and route issues.
• Coordinate with other departments to fulfill guest requests.

Skills

Guest call handling

Telephone switchboard operation

Wake‑up call processing

Message recording

Guest request logging

Internet access guidance

Communication equipment testing

POS system use

Education

High school diploma or equivalent

Tools

Hotel systems

Switchboard equipment

Job description

Guest Service Agent - Telephone Operations

Location: Abu Dhabi, United Arab Emirates
Industry: Hospitality
Function: Guest Services‑Concierge
Job Type: Full-time
Salary: 2,500–4,500 AED (estimated range)

The Guest Service Agent – Telephone Operations is a front‑line role in a luxury hotel, responsible for handling guest calls, service requests, messages, wake‑up calls, switchboard support, and coordinating internally to deliver an exceptional guest experience.

Key Responsibilities

• Answer, record, log, and process guest calls, requests, questions, and concerns accurately.
• Operate the hotel telephone switchboard station using professional call handling standards.
• Process wake‑up calls, screened calls, Do Not Disturb settings, call forwarding, conference calls, TDD relay calls, and non‑registered guest calls.
• Inform guests of received messages and activate or deactivate room message lights as required.
• Monitor busy or unanswered lines and communicate hold status in a courteous manner.
• Take and relay messages accurately, completely, and legibly when calls cannot be completed immediately.
• Provide basic internet access instructions and route technical issues to the provider support line.
• Test communication equipment for proper operation and report technical concerns.
• Support special guest requests, including accessibility and unique needs.
• Contact the appropriate department or staff to resolve guest calls, requests, or service problems.
• Follow up with guests to confirm satisfaction with resolved requests or issues.
• Dispatch bell staff, valet staff, or other service personnel when operational support is needed.
• Use computers, hotel systems, and POS‑related tools to enter, locate, and update guest service information.
• Follow company policies, confidentiality standards, quality assurance expectations, and safety procedures.
• Maintain a clean uniform, professional appearance, polite telephone etiquette, and clear spoken communication.
• Welcome, acknowledge, and thank guests with genuine appreciation.
• Build positive relationships with colleagues and support team coordination across rooms and services.
• Stand, sit, walk, and remain at the workstation for extended periods.
• Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
• Perform additional reasonable duties requested by supervisors.

Ideal Profile

• High school diploma, G.E.D., or equivalent education (preferred).
• No previous hotel, call center, guest service, or telephone operator experience required.
• No supervisory experience required.
• No license or certification required.
• Strong verbal communication skills with a clear, professional, courteous telephone manner.
• Ability to record guest information, messages, service requests, and follow‑up details accurately.
• Comfortable using computers, hotel systems, switchboard equipment, and basic service coordination tools.
• Calm and organized when handling multiple calls and guest requests.
• Ability to maintain confidentiality of guest information and company assets.
• Positive service attitude and willingness to assist guests, colleagues, and individuals with diverse needs.
• Reliable, attentive, and committed to luxury hotel standards, quality expectations, and company procedures.

Core Skills

• Guest call handling
• Telephone switchboard operation
• Wake‑up call processing
• Message recording
• Guest request logging
• Call forwarding support
• Conference call assistance
• Do Not Disturb request handling
• TDD relay call support
• Guest follow‑up
• Bell staff dispatch
• Valet staff dispatch
• Internet access guidance
• Communication equipment testing
• Computer system use
• POS system use
• Telephone etiquette
• Guest services coordination
• Confidentiality
• Luxury hotel service standards

This role provides an entry point into Abu Dhabi’s luxury hospitality sector, offering exposure to premium communication standards, comprehensive guest request handling, and professional telephone operations within a respected hotel environment.