CID / Call Center Agent -The Ritz-Carlton Abu Dhabi, Grand Canal

Position Summary

Calls and Communications

• Answer, record, log, and process guest calls, requests, questions, and concerns.
• Operate the telephone switchboard station.
• Process wake-up calls, screened calls, do-not-disturb requests, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Monitor busy or unanswered lines, update callers on hold, and offer to take messages.
• Receive, record, and relay messages accurately and activate or deactivate guest-room message lights as appropriate.

Guest Support and Coordination

• Instruct guests on internet access and transfer provider-related technical issues to customer support.
• Test communications equipment to ensure it works properly.
• Respond to special requests and contact the appropriate department to resolve guest problems.
• Follow up with guests to confirm that their requests or problems were resolved satisfactorily.
• Dispatch bell or valet staff as needed.

Preferred Qualifications

• A high school diploma or G.E.D. equivalent is preferred.
• No related work experience is required.
• No supervisory experience is required.
• No license or certification is required.
• The role requires clear, professional communication and appropriate telephone etiquette.
• The role requires computer and/or POS system use.

Work Conditions and Standards

• The schedule is full time and the position is not remote.
• Follow company safety, security, confidentiality, quality, uniform, and personal-appearance standards.
• Stand, sit, or walk for extended periods and move objects weighing up to 10 pounds without assistance.

About The Ritz-Carlton