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

The Ritz-Carlton Hotel Company, L.L.C.
Abu Dhabi, UAE
Full-time
Entry
Onsite
Discovered 6 days ago
Guest call handlingTelephone switchboard operationGuest request resolutionMessage logging and relayWake-up call processingCommunications equipment testing
Free

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Guest call handlingTelephone switchboard operationGuest request resolution
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Position Summary

CID / Call Center Agent responsible for hotel guest communications, switchboard operations, message handling, and service request resolution.

The position is full time, non-management, and based at The Ritz-Carlton property in Abu Dhabi.

Call Center Operations

  • Answer, record, log, and process guest calls, requests, questions, and concerns.
  • Operate the telephone switchboard for wake-up, screened, do-not-disturb, forwarded, conference, relay, 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.

Guest Support and Follow-Up

  • Instruct guests on internet access and transfer connectivity issues to the provider's customer support line.
  • 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 ensure their requests or problems were resolved satisfactorily.
  • Dispatch bell staff or valet staff as needed.

Preferred Qualifications

  • A high school diploma or GED equivalent is preferred.
  • No related work experience is required.
  • No supervisory experience is required.
  • No license or certification is required.
  • The role requires extended periods of standing, sitting, or walking, computer or POS use, and handling objects weighing up to 10 pounds.

Workplace Standards

  • Follow company policies, safety and security procedures, confidentiality requirements, asset-protection practices, and quality standards.
  • Maintain a clean and professional appearance and communicate clearly and professionally.
  • Welcome guests, anticipate service needs, assist individuals with disabilities, and maintain positive working relationships.

About The Ritz-Carlton

The Ritz-Carlton emphasizes luxury guest service, thoughtful hospitality, and consistent delivery of its Gold Standards.

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