Guest Communications Agent - Telephone Services

Guest Communications Agent - Telephone Services

Role:
Guest Communications Agent

Location:

Abu Dhabi, United Arab Emirates

Industry: Hospitality

Function:
Guest Services-Concierge

Experience:

No related work experience required

Job Type: Full-time

Job Overview

The Guest Communications Agent is a full-time, non-management role with The Ritz-Carlton in Abu Dhabi, United Arab Emirates. The position serves as an important communication link between hotel guests and operational departments, handling telephone calls, requests, messages, questions, and service concerns with accuracy and professional hospitality. Working from the hotel 's telephone switchboard, the agent manages a range of guest communication services, coordinates requests with the appropriate teams, monitors unresolved calls, and follows up to confirm that guest needs have been addressed satisfactorily.

Country:
United Arab Emirates

City:
Abu Dhabi

Industry: Hospitality

Function:
Guest Services-Concierge

Salary:
Not disclosed

Gender: No Preference

Candidate Nationality:
Not specified

Job Type: Full-time

Job Number

Position Type Non-Management

Work Arrangement This is an on-site position and is not located remotely.

• Answer, record, log, and process guest telephone calls, requests, questions, and concerns.
• Operate the hotel 's telephone switchboard station according to established procedures.
• Process requests for wake-up calls, screened calls, do not disturb, call forwarding, conference calls, TDD relay calls, and calls for non-registered guests.
• Inform guests when messages have been received for them.
• Receive, record, and relay messages accurately, completely, and clearly.
• Activate and deactivate guest room message lights as appropriate.
• Monitor busy and unanswered telephone lines and take appropriate follow-up action.
• Check back with callers placed on hold, provide status updates, and offer to take messages when necessary.
• Use clear and professional language and maintain appropriate telephone etiquette during every interaction.

Supporting Guest Requests

The Guest Communications Agent responds to special requests, including those from guests with unique needs, and contacts the appropriate individual or hotel department when additional assistance is required. The role follows up with guests to verify that requests, concerns, or problems have been resolved to their satisfaction. When operational assistance is required, the agent also dispatches bell or valet staff as appropriate.

• Guide guests on how to access internet services.
• Transfer guests experiencing internet problems to the provider 's customer support service when required.
• Test communications equipment to confirm that it is functioning correctly.
• Enter and retrieve information using hotel computer systems and Point of Sale systems.
• Report communications problems or other issues through the appropriate channels.

Service Standards

The position requires consistent attention to guest privacy, confidentiality, and professional service. The Guest Communications Agent welcomes and acknowledges guests according to company standards, anticipates service needs, assists individuals with disabilities, and communicates with genuine appreciation. Positive working relationships with colleagues are also important, as many guest requests require coordination across different hotel departments.

Education:

High school diploma or G.E.D. equivalent.

Related

Work Experience:

No related work experience required.

Supervisory

Experience:

No supervisory experience required.

License or Certification:
None required.

Physical Requirements

The role may require standing, sitting, or walking for extended periods. Candidates…