Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre

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

Job summary

A luxury hotel brand is seeking a Telephone Operator Agent in Dubai. This role involves interacting with guests over the phone, managing their requests, and maintaining high service standards. Ideal candidates should have excellent communication skills and a passion for customer service, with previous experience in a luxury hotel being advantageous.

Qualifications

• Passion for customer service.
• Professional telephone manner and excellent communication skills.
• Outstanding administration and organizational skills.
• Previous experience in a luxury hotel is preferred.

Responsibilities

• Respond to guest queries professionally and quickly.
• Handle emergency calls immediately.
• Demonstrate True Waldorf Service on all calls.
• Manage restaurant reservations outside F&B duty hours.

Skills

Customer service

Communication skills

Administration skills

Organizational skills

Intermediate computer proficiency

Knowledge of Forbes standards

Job description

Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre

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 all wake up calls take place at the correct time with appropriate greeting following the Forbes 5 stars standards.
• Ensure that 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 vicinity 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.

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!

Job: Call Center and Reservations

Title: Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre

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