Guest Experience Expert (Telephone Operator – Arabic Speker) | Aloft Abu Dhabi

Job Summary:
The Guest Experience Expert serves as the first point of contact for guests via telephone, ensuring prompt, professional, and courteous communication. Fluent in Arabic and English, this role focuses on handling reservations, inquiries, guest requests, and providing personalized assistance to enhance the overall guest experience.

Key Responsibilities:

• Answer incoming calls promptly and professionally, addressing guest inquiries, reservations, and requests.

• Provide accurate information about hotel facilities, services, promotions, and local attractions.

• Record and relay messages to the appropriate hotel departments.

• Assist in handling guest complaints or concerns via phone, ensuring timely resolution.

• Maintain guest records and update the property management system accurately.

• Collaborate with front desk, concierge, and other departments to ensure seamless guest service.

• Follow hotel communication protocols and standards to maintain brand consistency.

• Upsell hotel services and amenities when appropriate to enhance guest satisfaction and revenue.

Qualifications:

• Fluent in Arabic and English (spoken and written).

• Previous experience in hotel front office, reservations, or call center is preferred.

• Excellent telephone etiquette, communication, and interpersonal skills.

• Strong problem-solving and multitasking abilities.

• Knowledge of property management systems (PMS) is a plus.

• Professional and guest-focused attitude.