Telephone Operator Agent

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

Job summary

A luxury hotel brand in Dubai is seeking a Telephone Operator Agent who will be the first point of contact for guests, providing courteous and timely assistance. This role requires a passion for excellent customer service and the ability to handle calls professionally, ensuring that every interaction reflects the hotel's prestigious standards. The ideal candidate will have exceptional communication skills and previous experience in a luxury hotel environment. Strong organizational abilities and attention to detail are essential for success in this position.

Qualifications

• Passion for delivering great customer service.
• Excellent communication skills with a professional telephone manner.
• Outstanding organizational skills and attention to detail.

Responsibilities

• Respond to guest queries in a courteous and timely manner.
• Ensure accurate delivery of messages and maintain emergency reports.
• Demonstrate knowledge of hotel services and local attractions.

Skills

Customer service

Telephone communication

Administration skills

Organizational skills

Computer proficiency

Job description

What are we looking for

A Telephone Operator Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• A passion for delivering great customer service.
• A highly professional telephone manner and excellent communication skills.
• Outstanding administration and organizational skills.
• Intermediate computer proficiency.
• Knowledge of Forbes 5 stars standards.
• Previous Experience in a Luxury Hotel.

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

• Previous experience as a telephone operator in a luxury environment

What will it be like to work for Waldorf Astoria Hotels & Resorts

Waldorf Astoria provides guests the exceptional environment and the personalised attention of True Waldorf Service that creates a singular experience. If you understand the value of personalised attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service you may just be the person we are looking for!

EOE/AA/Disabled/Veterans

A Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre is the first point of contact for our guests responding to their queries and requests over the phone in a professional courteous and timely manner.

What will I be doing

As a Telephone Operator Agent you will represent the elegance of Waldorf Astoria by maintaining Forbes Five-Star standards in every interaction ensuring each guest receives a warm attentive and seamless service experience. 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 guests.
• Ensure the emergency / downtime reports are saved and ready to use when needed.
• Demonstrate knowledge of all hotel facilities and services local attractions and landmarks in the hotel and use up-selling techniques to promote these offerings to maximize revenue.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• Demonstrate True Waldorf Service to all internal and external calls from guests.
• Handling calls for restaurant reservations after F&B duty hours.

Required Experience:

Intern