Guest Service Line Agent

Melia Hotels International S.A.(Meliá); Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxurious urban resort in Dubai is seeking a Telephone Operator to manage incoming calls, provide guest assistance, and maintain the telephone console. The ideal candidate should have at least 1 year of experience in a similar role, a high school diploma, and excellent English and Arabic communication skills. This position focuses on delivering high-quality service and ensuring guest satisfaction in a tranquil five-star environment.

Qualifications

• Minimum 1 year experience as a Telephone Operator or similar role.
• Knowledge of customer service standards.

Responsibilities

• Answer and respond to all incoming telephone calls promptly.
• Connect calls immediately, never leaving a caller on hold for more than 30 seconds.
• Speak clearly and slowly during all interactions.
• Provide brief, accurate answers and handle guest requests politely.
• Maintain the telephone console with care.

Skills

Excellent English and Arabic communication skills

Basic computer proficiency

Data entry experience

Education

High school diploma

Job description

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We are excited to introduce you to a luxurious and unique urban resort -Melia Desert Palm, a proud member of The Melia Collection. The resort is afive-star boutique property, offering a wide range of one, two, and three-bedroomvillas, each featuring an intimate andcompletely private pool. Additionally, you can stay in our beautifully curatedsuites with a view of the greenery. The resort's unique equestrian theme is reflected throughout the property, including four polo fields, a professional polo club, a riding school, andover 200 horses on the estate. For relaxation, enjoy treatments at theSamana Spa or wellness classes in ourlarge recreation center. Dining options includethree restaurants and villa service. Located just 20 minutes from DXB airport and 25 minutes from Dubai Mall, Melia Desert Palm offers a tranquil oasis with spectacularviews of Dubai skyline.

AtMelia Desert Palm, part of the Melia Collection, we pride ourselves on delivering high-quality service and respecting our guests and colleagues. #LI-MR1

Minimum 1 year experience as a Telephone Operator or similar role

Qualifications include a high school diploma, excellent English and Arabic communication skills, basic computer proficiency, data entry experience, and knowledge of customer service standards.

FUNCTIONAL COMPETENCIES AND RESPONSIBILITIES:

• Answer and respond to all incoming telephone calls promptly.
• Connect calls immediately, never leaving a caller on hold for more than 30 seconds.
• Speak clearly and slowly during all interactions.
• Provide brief, accurate answers and handle guest requests politely.
• Maintain the telephone console with care and ensure a tidy work area.
• Oversee HMobile operations and follow up on maintenance requests.
• React appropriately to complaints and transfer calls to the responsible person.
• Respond to reservations and inquiries via phone or email, aiming to convert inquiries into bookings.
• Follow up on guest communications and ensure timely responses.
• Handle guest feedback and operational issues, reporting to the department head.
• Perform administrative tasks, including filing and maintaining confidentiality.
• Participate in up-selling and promote hotel services.
• Maintain knowledge of hotel products, services, and local area.
• Coordinate with Front Office for guest follow-up and feedback.

ADDITIONAL RESPONSIBILITIES:

• Lead departmental meetings and training sessions.
• Communicate performance standards and expectations clearly.
• Foster an inclusive environment and effective communication.
• Act in the best interests of the company and uphold its image.
• Ensure operational efficiency and team engagement.
• Promote environmental sustainability practices.
• Adhere to company policies on equal opportunities and harassment.
• Follow lawful instructions from management.