Personal Assistant (Front Office) | Waldorf Astoria Dubai Palm Jumeirah

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

Job summary

A leading global hospitality company in Dubai is seeking a Personal Assistant (Telephone Operator) to enhance guest experiences. The individual will manage calls, messages, and inquiries, ensuring high-quality service. Ideal candidates will have experience in luxury hospitality and proficiency in hotel systems. Join their team to contribute to a culture of exceptional hospitality.

Qualifications

• Minimum 2 years experience in luxury hotel or customer service.
• Ability to work independently and as part of a team.
• Fluency in additional languages such as Russian, German or Arabic.

Responsibilities

• Accept, deliver and respond to guest and management messages.
• Handle emergency calls promptly and discretely.
• Ensure accurate wake-up calls and guest service continuity.

Skills

Excellent communication skills

Organizational skills

Attention to detail

Flexibility

Polished telephone etiquette

Tools

Opera PMS

Multi-line telephone switchboards

Job description

What are we looking for

A Personal Assistant (Telephone Operator) serving Waldorf Astoria Hotels & Resorts is always working on behalf of our guests and working with other Team Members. To successfully fill this role you should maintain the attitude, behaviors, skills and values that follow:

• Minimum 23 years of experience in a luxury hotel or premium customer service environment.
  Previous experience as a telephone operator, call center agent or in guest‐facing roles within hospitality.
• Commitment to delivering prompt, professional and discreet service at all times.
• Positive attitude, polished telephone etiquette and excellent communication skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Ability to handle emergencies and sensitive information with composure, accuracy and confidentiality.
• Flexibility to adapt to a variety of different work situations and guest requests.
• Ability to work independently and collaboratively as part of a team.
• Impeccable grooming standards reflecting the luxury brand image.
• In‑depth knowledge of the hotel’s services, facilities and local area attractions.
• Keen attention to detail with a focus on accuracy when handling guest messages and wake‑up calls.
• Flexibility to work a variety of shifts including weekends, early mornings, late evenings and public holidays.
  

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

• Previous experience as a telephone operator in a 5‑star luxury hotel.
• Proficiency in hotel systems such as Opera PMS and multi‑line telephone switchboards.
• Fluency in additional languages (verbal and written) such as Russian, German or Arabic.

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 nearly 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!

EOE/AA/Disabled/Veterans

A Personal Assistant (Telephone Operator) with Waldorf Astoria Hotels and Resorts is responsible for delivering prompt, professional and personalized service by handling guest and management calls, messages and inquiries with discretion and efficiency. The role contributes to creating a seamless first impression, ensuring every interaction reflects the hotel’s commitment to excellence and luxury service.

What will I be doing

As a Personal Assistant (Telephone Operator) you will accept, deliver and respond to guest and management messages, inquiries and emergencies using your knowledge of the hotel’s facilities, services and the local vicinity to respond quickly and effectively. You will play a key role in guest communications, ensuring their needs are met and their expectations exceeded. Specifically you will be responsible for performing 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 scheduled and delivered accurately and on time.
• Demonstrate knowledge of all hotel facilities, services and dining options and use up‑selling techniques to promote these offerings where appropriate.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• Ensure all guest information and requests are handled discreetly and with the highest level of confidentiality.
• Provide detailed and accurate information during shift handovers to guarantee service continuity.
• Demonstrate a consistently high level of customer service, maintaining a courteous and professional telephone manner at all times.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Participate in training sessions to enhance communication skills, product knowledge and customer service techniques.
• Demonstrate in‑depth knowledge of local attractions, cultural highlights, landmarks and services in the hotel’s vicinity.
• Ensure compliance with Waldorf Astoria brand standards in all communications.
• Support other departments as necessary to maintain seamless guest service.