Telecommunication Agent

Ennismore; Dubai; On-site; AED 50,000 - 73,000; Full time

Benefits offered by this job

Duty meals

Vacation tickets

Medical insurance

Job summary

Rixos Premium Dubai JBR, part of Ennismore, seeks a guest services professional to manage the hotel switchboard and deliver outstanding telephone support. You will greet guests, route calls, and coordinate across departments to ensure a seamless guest experience.

The ideal candidate has at least 2 years in a luxury five-star hotel, strong English communication skills, and the ability to work in a fast-paced environment while maintaining professionalism and guest focus.

Qualifications

• Education: high school certificate or vocational diploma.
• Experience: At least 2 years of experience in a luxury five-star hotel.
• Languages: English required; Arabic, German, French or Russian an advantage.

Responsibilities

• Deliver exceptional telephone service by answering all guest calls in a professional, warm, and courteous manner.
• Communicate effectively with all hotel departments to ensure seamless service delivery and guest satisfaction.
• Handle guest inquiries, requests, and concerns promptly, consistently exceeding guest expectations.
• Greet guests by name and provide a personalized service experience.
• Maintain knowledge of hotel facilities, services, promotions, and local attractions to assist guests.
• Operate the hotel switchboard efficiently and route calls promptly.
• Record and relay messages accurately following established procedures.
• Monitor and maintain records for long-distance calls and related communications.
• Coordinate internal communications during emergencies per hotel procedures.

Skills

Guest relations

Telephone handling

Customer service

Multitasking

Professional communication

Education

High school certificate

Tools

Fidelio system

Switchboard equipment

Job description

Rixos Premium Dubai | The Walk Jbr - Al Mamsha St - Jumeirah Beach Residence - Dubai - United Arab Emirates

We are far more than a worldwide leader in hospitality. We welcome you as you are and offer opportunities to find a role and brand that truly match your personality and aspirations. At Ennismore, we are committed to supporting your growth and learning every day, ensuring that your work brings purpose and fulfillment to your life. During your journey with us, you will have the opportunity to explore limitless possibilities, shape your own story, and help us imagine the future of hospitality together.

Rixos Premium Dubai JBR is a luxury hotel that delivers authentic Turkish hospitality with exceptional service standards. The hotel redefines luxury by offering a unique and unforgettable holiday experience, creating a new meaning for modern hospitality and leisure.

SALARIES AND BENEFITS

• Duty Meals provided; breakfast/lunch/dinner/midnight meal + coffee breaks
• Vacation tickets /benefits provided by the hotel
• Medical Insurance Provided

Job Description

• Deliver exceptional telephone service by answering all guest calls in a professional, warm, and courteous manner.
• Communicate effectively with all hotel departments to ensure seamless service delivery and guest satisfaction.
• Handle guest inquiries, requests, and concerns promptly, consistently exceeding guest expectations.
• Greet guests by name in accordance with Rixos brand standards and provide a personalized service experience.
• Maintain comprehensive knowledge of hotel facilities, services, promotions, and local attractions to assist guests effectively.
• Utilize the Fidelio guest profile system to understand guest preferences and enhance personalized service.
• Process and record long-distance call vouchers accurately, ensuring all documentation is completed in accordance with hotel procedures.
• Manage wake-up call requests, ensuring timely and accurate delivery in line with established standards.
• Operate the hotel switchboard efficiently, ensuring prompt and accurate routing of internal and external calls.
• Accurately record and relay messages for guests, management, and colleagues following established procedures.
• Ensure all incoming and outgoing calls are answered promptly and connected to the appropriate person or department.
• Maintain awareness of management availability and contact information to facilitate effective communication.
• Monitor and maintain records for long-distance calls, faxes, messages, and related communication logs.
• Coordinate internal communications during emergency situations in accordance with hotel emergency procedures.
• Stay informed of the dailyprogram, hotel events, VIP arrivals, and operational updates.
• Maintain a professional appearance and adhere to the hotel's grooming and uniform standards at all times.
• Participate actively in scheduled training sessions and continuously develop product and service knowledge.
• Foster a collaborative, respectful, and supportive working relationship with colleagues across all departments.
• Remain informed of daily hotel operations and maintain up-to-date knowledge of all hotel facilities, services, and guest offerings.

Qualifications

Education: high school certificate or vocational diploma.

Experience: At least 2 years of experience in the luxury five-star hotel.

Foreign Language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and equipment used and a good command of Arabic, German, French or Russian.

Demonstrates a strong understanding of guest profiles and delivers personalized service based on guest preferences and needs.

Provides guidance and support to less experienced team members on guest engagement and service standards.

Proficient in operating hotel communication systems, switchboard equipment, and other job-related technology.

Possesses sound technical knowledge of the methods, procedures, and systems required to perform the role effectively.

Capable of managing a variety of operational tasks across multiple functions while maintaining accuracy and efficiency.

Able to work independently, applying professional judgment and experience to handle routine and complex situations.

Strong organizational, communication, and problem-solving skills with the ability to prioritize in a fast-paced hospitality environment.

Committed to delivering exceptional guest service while adhering to company standards, policies, and procedures.