CID / Call Center Agent - The Ritz-Carlton Abu Dhabi, Grand Canal
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Key skills for this role
About the Role
The Ritz-Carlton Abu Dhabi, Grand Canal is hiring a CID / Call Center Agent to answer and process guest calls, operate the telephone switchboard, and handle guest requests. No prior related work experience is required; high school diploma or equivalent is preferred.
Key Skills for This Role
Responsibilities
- 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
Requirements
- High school diploma or G.E.D. equivalent
- No related work experience required
- Ability to stand, sit, or walk for an extended period of time
- Ability to lift up to 10 pounds
Full Job Posting
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
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent
- Related Work Experience: No related work experience
- Supervisory Experience: No supervisory experience
- License or Certification: None
Additional Responsibilities
- 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
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