Service Experience Agent (Operator) - BVLGARI Resort Dubai

Bulgari Hotels and Resorts; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Bulgari Hotels & Resorts is seeking a guest services associate to answer, record, and process guest requests via telephone, email, chat, and mobile devices. You will operate the switchboard, handle wake-up calls, relay messages, and log requests to ensure timely follow-up and guest satisfaction.

Responsibilities include providing information on rooms, amenities, and local attractions, assisting with internet access and guest entertainment, and maintaining professional communication with guests

Qualifications

• High school diploma or GED equivalent.
• No related work experience.
• No supervisory experience.

Responsibilities

• Answer, record, and process guest requests via telephone, email, chat, and mobile devices.
• Operate telephone switchboard and process wake-up calls.
• Log guest requests into a computer and relay messages to the appropriate department.
• Provide information about room features, property amenities, and local areas of interest.
• Assist guests with internet access and guestroom entertainment.

Skills

Customer service

Telephone etiquette

Communication

Multitasking

Education

High school diploma or GED

Tools

POS system

Job description

POSITION SUMMARY

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.