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

Hilton; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global hospitality company is seeking a Telephone Operator to manage guest inquiries and deliver messages. You will play a key role in guest experiences by ensuring timely communication and high-level customer service. Ideal candidates will possess a positive attitude, good communication skills, and a commitment to excellence. Join us in our mission to provide remarkable hospitality experiences.

Qualifications

• Previous experience in a customer-focused industry is advantageous.

Responsibilities

• Accept, deliver, and respond to guest and management messages.
• Achieve positive outcomes from guest queries efficiently.
• Ensure all messages and wake-up calls are delivered correctly.
• Handle emergency calls and relay accurate information.
• Demonstrate high customer service at all times.

Skills

Positive attitude

Good communication skills (especially on telephone)

Commitment to customer service

Ability to work independently and as part of a team

IT proficiency

Job description

What are we looking for

Telephone Operators serving Hilton brands are always working on behalf of our Guests and collaborating with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, 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 independently and as part of a team
• Competent level of IT proficiency

It would be advantageous 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. Our team members are at the heart of it all!

EOE/AA/Disabled/Veterans

A Telephone Operator accepts, delivers, and responds to guest and management messages, inquiries, and emergencies, using their knowledge of hotel facilities, services, and the local area to respond quickly and effectively.

What will I be doing

As a Telephone Operator, you will accept, deliver, and respond to guest and management messages, inquiries, and emergencies, utilizing your knowledge of hotel facilities, services, and the local vicinity to respond promptly. Your role contributes to the first impressions of our guests, and therefore, you 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 are made at the correct times
• Demonstrate knowledge of all hotel facilities and services 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 hotel services, local attractions, and landmarks in the vicinity
• Follow company brand standards
• Assist other departments as necessary