Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre

A Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre, a Forbes Five-Star luxury hotel, is responsible for managing incoming and internal calls, ensuring every interaction reflects the elegance, professionalism, and exceptional service standards of Waldorf Astoria.

What are we looking for?
A Telephone Operator Agent at Waldorf Astoria Dubai International Financial Centre 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 exceptional guest service in a luxury hospitality environment.
•    Excellent verbal communication skills and a highly professional telephone manner.
•    Strong administrative, organizational, and multitasking skills.
•    Proficiency in computer systems and the ability to learn hotel operating systems.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
•    Previous experience in a similar role within a luxury hotel in Dubai 
•    Knowledge of Forbes Five-Star standards

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!

What will I be doing? 
As a Telephone Operator Agent, the role is responsible for delivering a seamless, professional, and personalized communication experience, maintaining Forbes Five-Star standards and ensuring all guest enquiries and requests are handled promptly and efficiently. Specifically, you will be responsible for performing the following tasks to the highest standards:

•    Answer and manage incoming calls professionally, following Waldorf Astoria Brand Standards, Forbes standards, and telephone etiquette.
•    Deliver True Waldorf Service through warm, attentive, and personalized communication.
•    Handle guest enquiries, requests, and complaints efficiently, coordinating with relevant departments to ensure timely resolution.
•    Accurately record and deliver messages and conduct wake-up calls in accordance with established service standards.
•    Maintain comprehensive knowledge of hotel facilities, services, dining venues, and local attractions to provide accurate information and appropriate recommendations.
•    Assist with restaurant reservations outside Food and Beverage operational hours, ensuring booking details are recorded accurately.
•    Handle emergency calls promptly and calmly, following established emergency procedures and communicating critical information to the relevant teams.
•    Maintain familiarity with telephone system downtime procedures and contingency plans to ensure continuity of service.
•    Protect guest privacy and confidentiality when handling personal information and sensitive enquiries.
•    Maintain accurate telephone logs, reports, and shift handovers, ensuring effective communication between departments.
•    Perform additional duties and responsibilities as assigned by the supervisor or management.