Personal Assistant; Telephone Operator - Front Office | Waldorf Astoria Palm Jumeirah

Personal Assistant (Telephone Operator – Front Office)

Waldorf Astoria Dubai Palm Jumeirah | Waldorf Astoria Hotels & Resorts

A Personal Assistant (Telephone Operator) with Waldorf Astoria Hotels and Resorts is responsible for delivering prompt, professional, and personalized service by handling guest and management calls, messages, and inquiries with discretion and efficiency. The role contributes to creating a seamless first impression, ensuring every interaction reflects the hotel’s commitment to excellence and luxury service.

• Achieve positive outcomes from guest queries in a timely and efficient manner.
• Accept and deliver all messages correctly and promptly for both guests and management.
• Ensure all wake‑up calls are scheduled and delivered accurately and on time.
• Demonstrate knowledge of all hotel facilities, services, and dining options, and use up‑selling techniques to promote these offerings where appropriate.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• Ensure all guest information and requests are handled discreetly and with the highest level of confidentiality.
• Provide detailed and accurate information during shift handovers to guarantee service continuity.
• Demonstrate a consistently high level of customer service, maintaining a courteous and professional telephone manner at all times.
• Comply with hotel security, fire regulations, and all health and safety legislation.
• Participate in training sessions to enhance communication skills, product knowledge, and customer service techniques.
• Demonstrate in‑depth knowledge of local attractions, cultural highlights, landmarks, and services in the hotel’s vicinity.
• Ensure compliance with Waldorf Astoria brand standards in all communications.
• Support other departments as necessary to maintain seamless guest service.

• Minimum 2–3 years of experience in a luxury hotel or premium customer service environment. Previous experience as a telephone operator, call center agent, or in guest‑facing roles within hospitality.
• Commitment to delivering prompt, professional, and discreet service at all times.
• Positive attitude, polished telephone etiquette, and excellent communication skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Ability to handle emergencies and sensitive information with composure, accuracy, and confidentiality.
• Flexibility to adapt to a variety of different work situations and guest requests.
• Ability to work independently and collaboratively as part of a team.
• Impeccable grooming standards reflecting the luxury brand image.
• In‑depth knowledge of the hotel’s services, facilities, and local area attractions.
• Keen attention to detail with a focus on accuracy when handling guest messages and wake‑up calls.
• Flexibility to work a variety of shifts, including weekends, early mornings, late evenings, and public holidays.

• Previous experience as a telephone operator in a 5-star luxury hotel.
• Proficiency in hotel systems such as Opera PMS and multi‑line telephone switchboards.
• Fluency in additional languages (verbal and written), such as Russian, German, or Arabic.

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 travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.

Waldorf Astoria The Palm

Full‑time

Waldorf Astoria Hotels & Resorts

Housing, Transport, Additional benefits as per company policy

Guest Services, Operations, and Front Office

Mid‑Senior level

Full‑time

Administrative

Hospitality