Guest Service Centre Agent

JobsCloseBy Editorial Insights

MINOR International’s Dukes The Palm Dubai Hotel seeks a Guest Service Centre Agent, a full-time onsite role in Dubai. You will be the first contact for guests, handling switchboard duties, wake-up calls, and requests, coordinating with departments, maintaining logs, and supporting emergencies while upholding five-star service. The ideal candidate has proven guest service center experience, Opera knowledge, excellent listening and communication skills, strong organization, and the ability to multi-task in a fast-paced environment with flexible shifts. Tips: tailor your resume to show quantified guest satisfaction gains, highlight problem resolution and emergency communications, and demonstrate knowledge of local amenities.

Company Description

DUKES The Palm, Dubai Hotel

Synonymous with timeless British sophistication, Dukes The Palm, Dubai Hotel brings a touch of classic elegance to the city’s vibrant hospitality landscape. With spectacular views of the Arabian Gulf and Dubai Marina skyline, this 5-star destination offers:

• Upscale rooms and luxurious suites
• Award-winning dining experiences
• A private beach and stunning infinity pool
• World-class service rooted in excellence and attention to detail.                                                         

 As part of the Minor Hotel Group, both properties are committed to creating memorable guest experiences and providing meaningful career growth opportunities.

Job Description

Join our dynamic team as a Guest Service Centre Agent in Dubai, United Arab Emirates! We're looking for an enthusiastic and customer-focused professional to be the first point of contact for our valued guests, ensuring their experience is nothing short of exceptional.

• Welcome and acknowledge all guests according to company standards, anticipate and address guests service needs, and thank guests with genuine appreciation
• Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
• Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact the appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest calls, requests, or problem
• Follow up with guests to ensure their requests or problems have been met to their satisfaction
• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities
• Review shift logs/daily memo books and document pertinent information in logbooks
• Develop and maintain positive working relationships with others, and support the team to reach common goals
• In case of emergency, handles all communications for the hotel whilst serving as the communication center
• Maintain the neatness of their working area at all times

Qualifications

• Proven work experience as a Guest Service Center Agent
• Opera experience
• Active listening and effective communication skills
• Flexibility to work in shifts
• Strong organizational and multitasking skills, with the ability to perform well in a fast-paced environment