The Ritz-Carlton – Marriott International
The Ritz-Carlton, part of Marriott International, is seeking a professional and service-oriented Telephone Operator / Guest Services Agent to join its luxury hospitality team. This role plays a key part in delivering exceptional guest experiences by handling all guest communications efficiently, courteously, and professionally.
As the first point of contact for many guests, the Telephone Operator represents the brand’s commitment to excellence, attention to detail, and personalized service.
Job Summary
The Telephone Operator is responsible for answering, recording, and processing all guest calls, requests, inquiries, and concerns. The role requires operating the hotel telephone switchboard, managing guest communications, coordinating with internal departments, and ensuring all guest needs are handled promptly and accurately.
This position is ideal for individuals passionate about customer service and eager to begin a career in luxury hospitality.
Key Responsibilities
Guest Communication & Call Handling
- Answer all incoming and outgoing calls in a professional and courteous manner
- Record, log, and relay guest messages accurately and clearly
- Process guest requests such as wake-up calls, call forwarding, conference calls, and do-not-disturb requests
- Monitor busy or unanswered lines and follow up with callers on hold
- Advise guests of received messages and ensure timely delivery
Guest Assistance & Support
- Assist guests with general inquiries and special requests
- Provide instructions for internet access and transfer technical issues to service providers when required
- Respond to guests with unique needs and ensure appropriate support is provided
- Follow up with guests to confirm satisfaction with resolved requests
Coordination & Dispatch
- Contact relevant departments to resolve guest concerns efficiently
- Dispatch bell staff or valet staff as required
- Maintain clear communication between departments to support smooth hotel operations
Equipment & Systems
- Test and monitor communications equipment to ensure proper functionality
- Enter and retrieve information using computer systems and POS platforms
Service Excellence & Professional Standards
- Follow all company policies, procedures, and quality assurance standards
- Maintain professional appearance and grooming at all times
- Protect confidential and proprietary information
- Report safety hazards, accidents, or injuries immediately
- Anticipate guest needs and deliver service with warmth and genuine care
- Communicate clearly and professionally with guests and colleagues
- Support teamwork and contribute positively to the workplace
Physical Requirements
- Ability to stand, sit, or walk for extended periods
- Ability to lift, carry, push, or pull items up to 10 pounds
- Comfortable using computers and communication systems throughout the shift
Preferred Qualifications
- Education: High school diploma or equivalent
- Experience: No prior hospitality experience required (training provided)
- Supervisory Experience: Not required
- Certification or License: Not required
This role is suitable for freshers looking to enter the hospitality industry.
Why Join The Ritz-Carlton & Marriott International?
- Be part of a globally recognized luxury hospitality brand
- Work in an inclusive, diverse, and supportive environment
- Learn and grow within Marriott International’s global portfolio
- Develop professional skills through structured training
- Build a rewarding long-term career in hospitality
The Ritz-Carlton is committed to equal opportunity employment and values diversity, inclusion, and respect in the workplace.
Location
United Arab Emirates (Hotel location varies)
