Call Centre Agent

Job Number ‎23154119
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Dubai, Al Mamsha Street, Dubai, United Arab
Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Answer, record, log, and process all guest calls, requests, questions, or
concerns. Operate telephone switchboard station. Process guest requests for
wake-up calls, screening calls, do not disturb, call forwarding, conference
calls, TDD relay calls, and non-registered guest calls. Advise guest of any
messages received. Monitor busy or unanswered lines, check back with callers
on hold to update status, and offer to take a message. Receive, record, and
relay messages accurately, completely, and legibly. Activate/deactivate guest
room message lights as appropriate. Instruct guests on how to access the
internet; transfer guests with problems to provider's customer support line.
Test communications equipment to ensure it works properly. Respond to special
requests from guests with unique needs. Contact appropriate individual or
department as necessary to resolve guest call, request, or problem. Follow up
with guests to ensure their requests or problems have been met to their
satisfaction. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents, injuries, and
unsafe work conditions to manager; ensure uniform and personal appearance are
clean and professional; maintain confidentiality of proprietary information;
protect company assets. Welcome and acknowledge all guests according to
company standards; anticipate and address guests' service needs; assist
individuals with disabilities; thank guests with genuine appreciation. Speak
with others using clear and professional language; answer telephones using
appropriate etiquette. Develop and maintain positive working relationships
with others; support team to reach common goals. Comply with quality assurance
expectations and standards. Stand, sit, or walk for an extended period of
time. Enter and locate information using computers and/or POS systems. Move,
lift, carry, push, pull, and place objects weighing less than or equal to ‎10
pounds without assistance. Perform other reasonable job duties as requested by
Supervisors.

Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.

At more than ‎100 award-winning properties worldwide, The Ritz-Carlton Ladies
and Gentlemen create experiences so exceptional that long after a guest stays
with us, the experience stays with them. Attracting the world 's top
hospitality professionals who curate lifelong memories, we believe that
everyone succeeds when they are empowered to be creative, thoughtful and
compassionate.

Every day, we set the standard for rare and special luxury service the world
over and pride ourselves on delivering excellence in the care and comfort of
our guests.

Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are
delivered graciously and thoughtfully every day. The Gold Standards are the
foundation of The Ritz-Carlton and are what guides us each day to be better
than the next. It is this foundation and our belief that our culture drives
success by which The Ritz Carlton has earned the reputation as a global brand
leader in luxury hospitality. As part of our team, you will learn and
exemplify the Gold Standards, such as our Employee Promise, Credo and our
Service Values. And our promise to you is that we offer the chance to be proud
of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott
International. Be where you can do your best work, begin your purpose,
belong to an amazing global team, and become the best version of you.