Luxury Guest Services Telephone Operator

The Ritz-Carlton Hotel Company, L.L.C.; Dubai; On-site; AED 36,000 - 58,000; Full time

Job summary

The Ritz-Carlton Hotel Company, L.L.C. in Dubai is seeking a Non-Management, full-time Guest Services Associate to handle guest calls, requests, and inquiries with a focus on accurate messaging and seamless service.

Responsibilities include operating the telephone switchboard, handling wake-up calls, messages, and guest requests while ensuring guest privacy and safety. The role requires professional communication and adherence to Gold Standards.

Qualifications

• High school diploma or GED equivalent is required.

Responsibilities

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard station.
• Process wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise guest of any messages received and update callers on hold as needed.
• Receive, record, and relay messages accurately and legibly.
• Activate/deactivate guest room message lights as appropriate.
• Instruct guests on how to access the internet; transfer to provider support if needed.
• Test communications equipment to ensure it works properly.
• Respond to special requests from guests with unique needs.
• Follow up with guests to ensure their requests are met to their satisfaction.
• Dispatch bell staff or valet staff as needed.
• Follow all company policies; maintain appearance and protect company assets.
• Welcome and acknowledge guests; assist individuals with disabilities; thank guests.
• Speak clearly and professionally; use proper telephone etiquette.
• Develop positive relationships with others; support team to reach goals.
• Stand, sit, or walk for extended periods; use computers/POS systems.
• Move, lift, carry, push, pull objects weighing ≤ 10 pounds as required.
• Perform other reasonable duties as requested by Supervisors.

Education

High school diploma or GED equivalent

Job description

The Ritz-Carlton Hotel Company, L.L.C. in Dubai is seeking a Non-Management, full-time Guest Services Associate to handle guest calls, requests, and inquiries with a focus on accurate messaging and seamless service.

Responsibilities include operating the telephone switchboard, handling wake-up calls, messages, and guest requests while ensuring guest privacy and safety. The role requires professional communication and adherence to Gold Standards.