Agent – Service Center

Dusit Doha Hotel | Dusit Hotel & Suites - Doha; Abu Dhabi; On-site; AED 30,000 - 45,000; Full time

Job summary

A leading hotel in Abu Dhabi is seeking a Service Center Agent to enhance guest experiences by managing calls and providing effective communication. The ideal candidate will have a Bachelor’s degree in Hotel Management and at least one year of relevant experience. Responsibilities include ensuring high-quality guest service, coordinating internal communications, and maintaining a tidy service center. This role is key to promoting the hotel's brand values and exceptional Thai hospitality.

Qualifications

• Minimum 1 year of call center experience, preferably in hospitality.
• Excellent English communication skills, both written and spoken.
• Knowledge of call center operations.

Responsibilities

• Receive and coordinate internal and external calls.
• Maintain a warm and professional demeanor.
• Record room service orders accurately and ensure delivery.

Skills

Communication in English

Interpersonal skills

Customer service

Call center operations knowledge

Education

Bachelor’s degree in Hotel Management

Job description

Job Description

PRIMARY RESPONSIBILITIES:

Guest Service Responsibilities

• The Service Center Agent works in a central area, receiving all outside calls and coordinating internal calls.
• Ensure all tasks are performed correctly, promptly, and with consistent quality.
• Maintain a warm and friendly first impression through personal presentation, telephone manner, effective work practices, and guest service standards.
• Follow up promptly on guest requests and instructions received from supervisors.
• Handle telephone transfers efficiently, ensuring correct transfers and introducing callers before hanging up. Know all hotel extensions by heart.
• Respect guest privacy and confidentiality, avoiding transmission of guest names or history information.
• Perform wake-up calls accurately at requested times.
• Record and confirm guest messages clearly and accurately.
• Answer all calls within 3 rings, maintaining politeness and tact when placing guests on hold.
• Have good knowledge of Sofitel So Bangkok guests, especially VIPs, and mention their names when possible.

Technical Responsibilities

• Keep the Service Centre Room tidy at all times.
• Have full knowledge of hotel outlets and menus, including daily specials and room service menus.
• Record all details of room service orders accurately, ensure timely delivery, and reconfirm guest satisfaction.
• Address guest requests regarding housekeeping, record details, follow up timely, and reconfirm with guests.
• Participate actively in communication during supervisor briefings, report issues promptly, and keep the logbook updated.
• Provide thorough handovers at shift change regarding activities and pending issues.
• Be familiar with security procedures and act accordingly when necessary.
• Uphold hotel standards and procedures consistently and successfully.

Others

• Engage in continuous learning through personal IDP.
• Perform any other duties assigned by superiors.

Accountabilities

• Represent Dusit’s brand and values, deliver exceptional guest experiences, and promote Thai graciousness.

Company’s Culture

• Embrace and communicate the company’s vision, mission, and values, leading by example and cascading to subordinates. Be proud to belong and contribute.

Confidentiality

• Maintain confidentiality and secure storage of all intellectual property and databases, adhere to internet and email policies, and keep hotel, customer, and staff information confidential during and after employment.

Job Requirements

• Bachelor’s degree in Hotel Management or relevant discipline.
• At least 1 year of call center experience, preferably in hospitality.
• Knowledge of call center operations and technical aspects.
• Excellent English communication skills, both written and spoken, with a professional demeanor and strong interpersonal skills.