Job Description

Job Summary:

We are seeking two dedicated and energetic WhatsApp Operators who will serve as the first point of contact for guests reaching out via our website's WhatsApp channel. In this role, you will ensure swift, accurate, and courteous responses--typically within one minute--to inquiries initiated by potential and current guests. Additionally, you will collaborate closely with our marketing department to manage leads from digital campaigns and social media, support our club reception team with information on our exclusive amenities, and possess strong upselling skills to recommend additional resort services and packages when appropriate.

Key Responsibilities:

- Instant Response Management:

Monitor and respond to WhatsApp inquiries within a one-minute timeframe. Initiate interactions and guide users through automated menus to connect them with the relevant departments.

- Guest Service Excellence:

Provide detailed information on daily rates for private beach and pool access, gym memberships, tennis courts, buffet services, spa treatments, and other resort amenities. Address guest queries related to our 12 outlets and ensure accurate and up-to-date information is provided.

- Upselling and Revenue Enhancement:

Identify opportunities to upsell additional services, such as resort packages, exclusive access areas, and premium amenities, to enhance the guest experience and drive revenue. Use persuasive communication techniques to recommend value-added services tailored to guest needs.

- Cross-Departmental Collaboration:

Work in tandem with the marketing team to understand current campaigns, promotions, and advertisements, ensuring consistent and informed communication. Liaise with the club reception team and other departments to resolve any guest concerns and relay pertinent information.

- Digital Engagement:

Utilize WhatsApp as a key communication tool to enhance guest engagement and satisfaction. Maintain a friendly and professional demeanor that aligns with our five-star brand reputation.

- Data & Feedback Collection:

Document guest interactions, feedback, and frequently asked questions to assist in refining our communication strategies and service offerings.

Qualifications and Skills:-

- Experience:

Previous experience in a customer service or front desk role within a hospitality environment is highly preferred. Familiarity with digital communication platforms and WhatsApp business tools is an advantage.

- Communication:

Excellent written and verbal communication skills in English with flawless grammar and spelling. Proficiency in additional languages, particularly Arabic, is considered a plus. Ability to articulate detailed information about diverse resort amenities confidently and accurately.

- Interpersonal Skills:

A strong customer service orientation with a genuine passion for guest satisfaction. Capable of working collaboratively with multiple departments in a fast-paced environment.

- Technical Proficiency:

Basic computer literacy and comfort using digital communication platforms. Ability to quickly learn and adapt to new software and technology.

- Upselling Skills:

Proven ability to identify upselling opportunities and effectively recommend additional services or upgrades that align with guest interests.

- Other Attributes:

High attention to detail and accuracy in providing information. Quick decision-making skills and the ability to manage multiple inquiries simultaneously. Flexibility to adapt to dynamic marketing campaigns and guest needs.
Job Type: Full-time

Pay: From AED2,000.00 per month