About this role
Telecommunications Agent (Telephone Operator)
Location: Rixos Bab Al Bahr, Ras Al-Khaimah, United Arab Emirates
Job Description
- Answer all incoming and internal calls promptly, professionally, and in accordance with luxury service standards
- Provide accurate information about resort facilities, services, events, dining options, and operating hours
- Handle guest requests efficiently and route them to the appropriate department (Housekeeping, Front Office, Concierge, Engineering, etc.)
- Take and relay wake-up call requests, ensuring they are executed accurately and on time
- Manage emergency calls calmly and follow established safety and security procedures
- Maintain guest confidentiality and handle sensitive information with discretion
- Log guest requests, complaints, and follow-ups in the system to ensure timely resolution
- Coordinate with front office and guest services to support VIPs, special requests, and personalized services
- Operate the hotel’s PBX/telephone system and ensure correct call routing
- Handle international calls and assist guests with language or communication needs when required
- Maintain a courteous, calm, and polished telephone etiquette at all times
- Support other departments during peak hours or special events as needed
Qualifications
- Excellent verbal communication and listening skills
- Pleasant voice and professional telephone manner
- Strong knowledge of resort services and layout
- Ability to multitask and remain calm under pressure
- Customer-focused mindset aligned with luxury hospitality standards
- Minimum 1 year experience in a similar role within 5 star luxury property
- Fluent in English; any additional language (Russian) is an asset