Call Center Agent - Guest Services

Atlantis; Dubai; On-site; AED 44,640 - 72,540; Full time

Benefits offered by this job

Medical insurance

Annual flights home

Discounted rates

Job summary

Atlantis Resorts in Dubai is seeking a Call Center Agent – Guest Services to handle high-volume guest calls and provide personalized information on rooms, dining, attractions, and resort services. The role demands excellent English communication and a professional telephone manner within a luxury environment.

You will coordinate with Front Office, Housekeeping, Concierge, and other departments, ensuring accuracy, guest satisfaction, and Forbes-level standards.

Qualifications

• Minimum 2 years in a call center, hotel call operation, guest service, or high-volume customer service.

Responsibilities

• Answer internal and external calls promptly with approved service language.
• Welcome callers, identify questions, requests or concerns.
• Provide information about rooms, restaurants, attractions, and resort services.
• Record guest requests and coordinate with relevant departments.
• Escalate urgent or unresolved matters to supervisors.

Skills

High-volume calls handling

Multilingual communication

Guest service orientation

Professional telephone manner

Attention to detail

Job description

Call Center Agent – Guest Services

Call Center Agent – Guest Services in Dubai, United Arab Emirates is a customer‑focused hospitality opportunity for an experienced professional who can manage high call volumes while delivering personalized assistance to international guests. Atlantis Resorts is hiring an energetic communicator to handle internal and external calls, coordinate guest requests, and maintain Forbes‑level service standards at Atlantis, The Palm.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Hospitality
• Function: Call Center
• Job Type: Full‑time
• Salary: 4,000 – 6,500 AED per month (est.)
• Schedule: Rotating shifts, evenings, weekends, public holidays

Role Context

The Call Center Agent serves as a primary communication link between guests and resort departments. By answering calls promptly, understanding individual needs, and coordinating accurate responses, the role supports smooth operations and helps create a warm, efficient, and memorable guest experience. The position requires sustained focus, strong product knowledge, accurate information handling, and the ability to remain positive while managing multiple requests in a fast‑paced luxury resort environment.

Key Responsibilities

• Answer internal and external calls promptly using approved service language and telephone etiquette.
• Welcome callers warmly, identify their questions, requests, or concerns accurately.
• Provide clear information about rooms, restaurants, attractions, activities, transportation, events, and resort services.
• Assist guests with general enquiries before arrival, during their stay, and after departure.
• Record guest requests correctly and communicate them to the relevant operational department.
• Coordinate with Front Office, Housekeeping, Concierge, Food and Beverage, Transportation, Security, Engineering, and Guest Relations.
• Follow up on requests to confirm they have been completed within the expected timeframe.
• Handle high call volumes while maintaining accuracy, patience, and a positive tone.
• Transfer calls efficiently and provide complete context to the receiving colleague.
• Manage several active requests without losing important details or service commitments.
• Apply Forbes service standards during every telephone interaction.
• Personalize conversations using available guest information and known preferences.
• Anticipate additional assistance that may improve the guest experience.
• Respond professionally to complaints and remain calm during difficult conversations.
• Escalate urgent, sensitive, or unresolved matters to the appropriate supervisor.
• Support service recovery by documenting concerns and coordinating practical solutions.
• Maintain an effective flow of information between guests and internal teams.
• Update guest profiles, call notes, service requests, and follow‑up records in approved systems.
• Protect confidential guest, colleague, reservation, and payment‑related information.
• Maintain current knowledge of Atlantis, The Palm facilities, promotions, operating hours, and daily activities.
• Attend briefings, training sessions, and product knowledge updates.
• Support colleagues during peak call periods and unexpected operational demand.
• Meet departmental targets for response time, accuracy, service quality, and guest satisfaction.
• Complete additional communication and guest service duties assigned by management.

Ideal Profile

• Minimum 2 years of experience in a call center, hotel telephone operation, guest service, or high‑volume customer service position.
• Previous experience in a luxury hotel or resort environment is preferred.
• Strong spoken and written English communication skills.
• Clear, confident, and professional telephone manner.
• Ability to remain friendly and composed while handling a large volume of calls.
• Strong listening skills with the ability to understand requests from guests of different nationalities.
• Organized and capable of managing multiple tasks and follow‑up requirements.
• Positive attitude with a genuine interest in helping guests.
• Strong work ethic and commitment to continuous learning and development.
• Comfortable coordinating with colleagues across several departments.
• Able to make sound decisions within established procedures.
• Additional language ability in Arabic, Chinese, Italian, Spanish, French, or German is advantageous.
• Familiarity with hotel systems, call logging platforms, or guest request software is beneficial.
• Flexible to work rotating shifts, evenings, weekends, and public holidays.

Skills Set

• High‑volume call handling
• Hotel call center operations
• Guest telephone services
• Internal call management
• External call management
• Forbes service standards
• Guest request coordination
• Telephone etiquette
• Complaint handling
• Service recovery
• Call logging
• Resort product knowledge
• Multilingual communication
• Cross‑department coordination
• Guest profile updates
• Information accuracy
• Active listening
• Luxury hospitality
• Customer service
• Follow‑up management
• Confidentiality
• Multitasking
• Professional communication
• Guest experience

Benefits

Atlantis Resorts offers a competitive tax‑free salary paid in UAE Dirhams, medical insurance with dental coverage, annual flights home, life insurance, incentive opportunities, food and beverage privileges, and discounted rates across Kerzner properties worldwide. Colleagues also benefit from structured training, internal mobility, wellness programs, and long‑term career opportunities throughout the Kerzner International portfolio.