Telecommunications Agent

RIXOS; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury resort in Ras al-Khaimah seeks a Guest Service Agent to manage inbound calls, provide information about resort services, and assist guests with requests. Ideal candidates must have at least 1 year of experience in a five-star property, possess excellent communication skills, and maintain a calm demeanor under pressure. Fluency in English is required, and knowledge of Russian is an asset. Join us to deliver exceptional guest experiences in a prestigious environment.

Qualifications

• Minimum 1 year experience in a similar role within a 5 star luxury property.
• Fluent in English; any additional language (Russian) is an asset.

Responsibilities

• Answer all incoming and internal calls promptly and professionally.
• Provide accurate information about resort facilities and services.
• Handle guest requests efficiently.
• Take and relay wake-up call requests.
• Manage emergency calls calmly and follow safety procedures.
• Maintain guest confidentiality.
• Log guest requests and complaints for timely resolution.
• Coordinate with front office for VIPs and special requests.
• Operate hotel's PBX and ensure correct call routing.
• Assist guests with language needs.
• Maintain courteous telephone etiquette.
• Support other departments during peak hours.

Skills

Excellent verbal communication

Pleasant voice and professional telephone manner

Strong knowledge of resort services and layout

Ability to multitask and remain calm under pressure

Customer-focused mindset aligned with luxury hospitality standards

Fluent in English

Knowledge of Russian language

Job description

Job Description

• Answer all incoming and internal calls promptly, professionally, and in accordance with luxury service standards

• Provide accurate information about resort facilities, services, events, dining options, and operating hours

• Handle guest requests efficiently and route them to the appropriate department (Housekeeping, Front Office, Concierge, Engineering, etc.)

• Take and relay wake‑up call requests, ensuring they are executed accurately and on time

• Manage emergency calls calmly and follow established safety and security procedures

• Maintain guest confidentiality and handle sensitive information with discretion

• Log guest requests, complaints, and follow‑ups in the system to ensure timely resolution

• Coordinate with front office and guest services to support VIPs, special requests, and personalized services

• Operate the hotel’s PBX/telephone system and ensure correct call routing

• Handle international calls and assist guests with language or communication needs when required

• Maintain a courteous, calm, and polished telephone etiquette at all times

• Support other departments during peak hours or special events as needed

Qualifications

• Excellent verbal communication and listening skills

• Pleasant voice and professional telephone manner

• Strong knowledge of resort services and layout

• Ability to multitask and remain calm under pressure

• Customer‑focused mindset aligned with luxury hospitality standards

• Minimum 1 year experience in a similar role within 5 star luxury property

• Fluent on English language; any additional language (Russian) is an asset.