Guest Services Assistant/Telephone Operator (Arabic Speaker) - Conrad Abu Dhabi Etihad Towers

Hilton; Abu Dhabi; On-site; AED 35,000 - 45,000; Full time

Job summary

A leading global hospitality company is seeking a Telephone Operator who will be responsible for managing guest communications and emergencies. The ideal candidate should possess strong communication skills and a commitment to exceptional customer service. This role requires knowledge of hotel services and the ability to work both independently and in a team. Competitive benefits in a supportive working environment are offered.

Qualifications

• Positive attitude and good communication skills, especially on the telephone.
• Commitment to delivering a high level of customer service.
• Ability to work on your own and as part of a team.

Responsibilities

• Accept, deliver and respond to Guest and management messages.
• Handle emergency calls and relay information promptly.
• Demonstrate knowledge of all hotel facilities and services.

Skills

Positive attitude and good communication skills

Commitment to high customer service

Ability to work independently and in a team

Competent IT proficiency

Job description

Overview

A Telephone Operator accepts, delivers and responds to Guest and management messages, enquiries and emergencies and uses their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer.

What will I be doing?

As a Telephone Operator, you will accept, deliver and respond to Guest and management messages, enquiries and emergencies using their knowledge of the hotel facilities, services, and the local vicinity to quickly respond to the customer. A Telephone Operator contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Accept and deliver all messages correctly and promptly for both Guests and management
• Ensure all wake up calls take place at the correct time
• Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when appropriate
• Handle emergency calls immediately and relay comprehensive and accurate information, as required
• Demonstrate a high level of customer service at all times
• Comply with hotel security, fire regulations and all health and safety legislation
• Attend appropriate training courses, when required
• Demonstrate knowledge of all hotel services, local attractions and landmarks in the hotel vicinity
• Follow company brand standards
• Assist other departments, as necessary

What are we looking for?

Telephone Operatorserving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Positive attitude and good communication skills, especially on the telephone
• Commitment to delivering a high level of customer service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer-focused industry

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For over a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!