Call Center Agent - Arabic Speaking

Role Summary:

The Call Center Agent serves as the first point of contact for guests, handling check-ins and check-outs, assisting with inquiries, and delivering a high level of customer service to ensure a memorable stay. The role involves efficient communication, problem-solving, and maintaining a positive atmosphere at the front desk.

Key Responsibilities

• Greet guests warmly, process check-in and check-out, address any special requests or preferences, escort them to their rooms, and provide an overview of hotel services and amenities.
• Update booking details, and ensure accurate records using hotel management software (e.g., Opera PMS).
• Answer phone calls and emails, respond to guest inquiries, provide information about hotel services, and handle guest complaints or issues promptly.
• Handle cash, credit card, and digital payments efficiently, maintain accurate transaction records, and assist guests with billing questions.
• Handle VIP guests and special requests, coordinating personalized experiences like tour bookings, dinner reservations, and transportation arrangements.
• Provide guests with local area information, arrange transportation, and coordinate any special requests such as dining reservations or tours.
• Maintain daily reports, manage front desk logs, and update shift handover notes.
• Answer incoming calls promptly and courteously, route calls to relevant departments or rooms, and manage guest wake-up calls and messages.
• Provide guests with information on hotel amenities, services, and nearby attractions, and respond to guest inquiries over the phone.
• Document guest requests and relay them to appropriate departments, including housekeeping, room service, and maintenance.
• Follow hotel protocols for emergency situations, ensuring guest safety and calm communication.
• Maintain call logs, record guest requests, and manage any other required documentation.
• Address guest complaints promptly, ensuring they are resolved to the guest’s satisfaction, and escalate issues when necessary.
• Collect guest feedback, report on guest satisfaction metrics, and relay any areas of improvement to management.
• Make follow-up calls or messages to ensure guest satisfaction during their stay and after check-out.
• Assist with inventory checks for front desk supplies.
• Coordinate with housekeeping and maintenance departments to ensure room readiness and address guest issues.
• Uphold hotel policies and ensure compliance with health and safety regulations.

Qualifications

• Minimum: High school diploma or equivalent.
• Preferred: Diploma or degree in Hospitality Management, Tourism, or related field.
• At least 1–2 years of experience in a front desk, receptionist, or customer service role, ideally in the hospitality industry.
• Experience with high-end or luxury hotels can be advantageous for more prominent properties.
• Fluent in English (essential), with additional languages (especially Arabic) being advantageous.
• Familiarity with hotel management software (such as Opera PMS), basic computer skills, and comfort with email and phone communication.
• Excellent communication, problem-solving abilities, and a warm, approachable demeanor.
• Ability to handle multiple guest requests, prioritize tasks, and remain calm under pressure.
• A professional, well-groomed appearance in line with the hotel’s standards.
• A positive, friendly attitude, cultural sensitivity, and attentiveness to guests' needs.

Job Type: Full-time

Pay: AED1,450.00 - AED1,500.00 per month

Experience:

• customer service: 1 year (Required)
• hotel and front office: 1 year (Required)

Language:

• Arabic (Required)