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Waldorf Astoria The Palm, Palm Jumeirah Road, Crescent East, Dubai AA01

The Guest Care Technician is responsible for providing prompt, efficient, and courteous technical support to all guests, ensuring that in-room systems, hotel technologies, and guest-facing equipment operate seamlessly. This role involves close interaction with guests to address technical and electrical concerns while maintaining the hotel’s standards of luxury service and ensuring an exceptional guest experience.

As a Guest Care Technician, you are responsible for interacting with guests to address technical and electrical concerns while maintaining the hotel’s standards of luxury service and ensuring an exceptional guest experience. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Respond promptly to guest requests and technical concerns related to in-room equipment, including lighting systems, HVAC controls, smart room technology, televisions, Wi‑Fi connectivity, and entertainment devices, with particular attention to electrical components and power‑related issues.
• Diagnose and resolve technical issues in guest rooms and public areas, including electrical faults, tripping breakers, malfunctioning sockets, lighting failures, and power supply interruptions, ensuring minimal disruption to the guest experience.
• Conduct routine inspections and preventative maintenance of guest‑room systems, paying special focus to electrical safety checks, proper wiring, and equipment grounding, to ensure all systems operate according to hotel standards.
• Communicate clearly and professionally with guests to understand their concerns and provide effective technical or electrical guidance or demonstrations when needed.
• Collaborate with internal departments such as Housekeeping, Front Office, Engineering, and IT to ensure seamless resolution of guest technical and electrical issues.
• Record and update service requests, maintenance logs, and follow‑up actions, ensuring electrical repairs and interventions are accurately documented for compliance and safety tracking.
• Ensure timely completion of technical tasks, including electrical restorations, following up to confirm that all systems are fully operational before guest arrival or room release.
• Assist with setup, testing, and configuration of guest‑related technology, including electrical installations, fixture replacements, and wiring adjustments.
• Monitor and maintain stock of tools, spare parts, and electrical components required for daily operations.
• Support the Engineering team by reporting recurring issues and recommending opportunities for system improvements, including electrical upgrades, energy efficiency improvements, and preventive electrical maintenance.
• Uphold the hotel’s health, safety, and operational standards, particularly in relation to electrical safety protocols, lock‑out/tag‑out procedures, and safe handling of powered equipment.
• Contribute to maintaining a luxurious and reliable guest environment by ensuring that all technical and electrical services meet or exceed the hotel’s quality standards.

The Guest Care Technician serving Waldorf Astoria Hotels and Resorts brand is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Technical diploma, certification, or formal training in Electrical, Electronics, HVAC, or General Maintenance.
• Previous experience in a similar technical or engineering support role, preferably within a luxury hotel environment.
• Strong knowledge of electrical systems, wiring, circuits, lighting controls, and safety procedures.
• Excellent troubleshooting abilities with the capacity to diagnose and resolve guest‑room technical issues efficiently.
• Strong customer service skills with the ability to communicate technical matters in a clear and professional manner.
• High attention to detail and a proactive approach to identifying potential technical or electrical issues before they affect the guest experience.
• Ability to multitask, prioritize, and work well under pressure in a fast‑paced environment.
• Basic proficiency in maintenance management systems, work‑order platforms, or related software.
• A strong commitment to luxury service standards and delivering seamless guest experiences.
• Flexibility to work various shifts, including evenings, weekends, and public holidays, as operational needs require.
• Strong adherence to safety protocols, particularly in relation to electrical operations and equipment handling.

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

• Previous experience as a Guest Care Technician or Engineering Technician in a luxury hotel.
• Additional certifications in Electrical Safety, Low‑Voltage Systems, BMS Systems, HVAC Controls, or Smart Room Technologies.
• Familiarity with guest‑facing technology systems such as IPTV, smart thermostats, access control, or Wi‑Fi networks.
• Multilingual abilities, which would enhance guest interaction and support.

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all.

Engineering, Maintenance and Facilities