Job Title: Guest Service Agent 

Job Description:

Join the prestigious team at The Ritz-Carlton Dubai International Financial Centre (DIFC) as a Guest Service Agent – Call Center Operations, where you’ll be the first point of contact for our valued guests. In this full-time, non-management role, you will play a crucial part in enhancing the guest experience by handling calls, requests, and inquiries with professionalism, warmth, and efficiency.

If you are passionate about luxury hospitality and delivering exceptional customer service, this is your opportunity to be part of a world-renowned brand.

Key Responsibilities:

• Answer and process all incoming guest calls, inquiries, and service requests in a courteous and professional manner.

• Operate the hotel’s telephone switchboard and manage functions such as wake-up calls, call transfers, and do-not-disturb requests.

• Log and relay accurate messages and update guest information systems as required.

• Monitor unanswered lines and follow up with guests or callers placed on hold.

• Provide basic internet support and direct technical issues to the appropriate service provider.

• Coordinate with bell desk and valet teams to assist with guest arrivals and departures.

• Handle guest complaints and special requests, ensuring prompt resolution and guest satisfaction.

• Maintain confidentiality and adhere to all company policies and procedures regarding guest privacy and safety.

• Communicate using clear, professional language and follow proper telephone etiquette at all times.

• Support the broader guest services team to achieve service excellence and seamless operations.

Qualifications & Skills:

• Education: High school diploma or equivalent (G.E.D.).

• Experience: No prior experience required – on-the-job training provided.

• Excellent communication skills in English; additional languages are a plus.

• Ability to remain calm, courteous, and professional under pressure.

• Strong interpersonal skills and a genuine passion for guest service.

• Able to work flexible hours, including weekends and holidays, in a fast-paced environment.

• Proficient in using computers and POS systems; able to input and retrieve information efficiently.

• Physically fit to stand, sit, or walk for extended periods and lift up to 10 pounds without assistance.

Why Join The Ritz-Carlton DIFC?

• Be part of a globally recognized luxury brand.

• Work in a high-profile location in the heart of Dubai’s financial district.

• Receive ongoing training and career growth opportunities.

• Enjoy an inclusive and supportive team culture.