Connectivity Centre Agent - Guest Communications

One&Only Global; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

One&Only The Palm is seeking a Connectivity Centre Agent to manage guest communications, calls, and request coordination in Dubai. The role emphasizes personalized service, accuracy, and cross-department collaboration, reporting to the Guest Experience Manager.

A background in reservations and guest services within luxury hospitality is preferred. The Connectivity Centre acts as the central hub for guest interactions, including pre-arrival support and seamless in-resort communication, with

Qualifications

• 1–2 years of experience in a similar role within luxury hospitality or five-star hotel.
• Background in customer service and reservations.
• Experience handling guest communications in a professional hospitality environment.
• Middle East or GCC experience is an advantage.

Responsibilities

• Handle incoming and outgoing internal and external telephone communications professionally.
• Coordinate guest requests and ensure accurate communication to relevant departments.
• Support pre-arrival guest inquiries and arrangements.
• Maintain efficient communication channels across resort departments.
• Assist guests with reservations and related services with courteous professionalism.
• Aim for high guest satisfaction and service excellence through personalized interactions.
• Escalate guest concerns through the proper channels and support timely resolution.

Skills

Guest communications

Customer service

Reservations

Opera system

Telephone etiquette

Attention to detail

Tools

Opera system

CRM software

Job description

Connectivity Centre Agent - Guest Communications Job Snapshot - Role: Connectivity Centre Agent - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Call Center - Experience: Minimum 1-2 years in a similar role within luxury hospitality or a five-star hotel - Job Type: Full Time - Work Arrangement: On-site

Position Overview

One&Only The Palm, part of Kerzner International, is seeking a professional and guest-focused Connectivity Centre Agent to join its luxury resort team in Dubai, United Arab Emirates. The Connectivity Centre Agent will manage internal and external telephone communications, coordinate guest requests and support seamless communication across resort departments. The position requires exceptional attention to detail, efficient service coordination and a personalized approach to every guest interaction. Acting as a central communication point for the resort, the successful candidate will assist guests throughout their stay, including the pre-arrival journey, while ensuring requests are handled promptly and professionally. Reporting directly to the Guest Experience Manager, the role requires 1-2 years of relevant luxury hospitality experience, a background in customer service and reservations, computer proficiency and experience using the Opera system.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Hospitality
• Function: Call Center
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

Guest Communications and Call Handling

• Handle incoming and outgoing internal and external telephone communications professionally.
• Answer guest calls promptly and courteously in accordance with One&Only service standards.
• Provide accurate information and assistance during telephone interactions.
• Maintain a warm, attentive and personalized communication style.
• Represent One&Only The Palm positively through professional telephone etiquette.
• Ensure guest enquiries are addressed efficiently and directed to the appropriate departments when necessary.
• Maintain clear and effective communication between guests and resort personnel.

Guest Request Coordination

• Receive and coordinate guest requests through the Connectivity Centre.
• Ensure requests are communicated accurately to the relevant resort departments.
• Follow up on guest enquiries and service requirements to support timely resolution.
• Maintain attention to individual guest preferences and special requests.
• Coordinate with operational teams to support seamless guest experiences.
• Monitor outstanding requests and communicate relevant updates.
• Support consistent service delivery through effective communication and coordination.

Pre-Arrival Guest Experience

• Anticipate guest needs during the pre-arrival journey.
• Assist with guest enquiries and requests before arrival.
• Coordinate relevant pre-arrival arrangements with resort departments.
• Communicate guest preferences and requirements to the appropriate teams.
• Support a smooth transition from pre-arrival communication to the in-resort guest experience.
• Contribute to personalized service by understanding and responding to guest expectations.

Connectivity Centre Operations

• Support the effective daily operation of the resort 's central communication function.
• Maintain efficient communication channels between internal departments.
• Ensure telephone enquiries and service requests are handled accurately.
• Prioritize communication tasks according to guest needs and operational requirements.
• Maintain attention to detail when processing information and coordinating requests.
• Support the smooth flow of guest-related information throughout the resort.
• Follow established operational procedures and One&Only service standards.

Customer Service and Reservations Support

• Apply customer service and reservations knowledge when assisting guests.
• Respond professionally to enquiries related to resort services and guest arrangements.
• Coordinate relevant information with reservations and guest service colleagues.
• Provide accurate and courteous assistance during guest communications.
• Maintain confidentiality and professionalism when handling guest information.
• Support positive guest relationships through responsive and personalized service.

Guest Satisfaction and Service Excellence

• Demonstrate genuine warmth, empathy and professionalism during guest interactions.
• Anticipate guest requirements and identify opportunities to enhance their experience.
• Respond calmly and efficiently to requests requiring immediate attention.
• Maintain high service standards while managing multiple communication tasks.
• Contribute to memorable guest experiences through thoughtful attention and timely assistance.
• Support the resort 's commitment to exceeding guest expectations.
• Maintain a positive and solution-oriented approach to guest service.

Team Coordination and Reporting

• Report directly to the Guest Experience Manager.
• Communicate effectively with resort departments to coordinate guest requirements.
• Maintain professional working relationships with colleagues and supervisors.
• Escalate relevant guest concerns or operational issues through appropriate channels.
• Support departmental coordination to ensure efficient communication and service delivery.
• Complete assigned responsibilities within established operational deadlines.

Required Qualifications and Experience

Professional Experience

• Minimum 1-2 years of experience in a similar role within the upscale luxury hospitality industry or a five-star hotel.
• Previous background in customer service and reservations.
• Experience handling guest communications in a professional hospitality environment.
• Familiarity with personalized guest service and telephone communication standards.
• Previous experience in the Middle East or GCC is an advantage.

Technical Requirements

• Computer literacy and confidence using relevant software applications.
• Experience using the Opera system.
• Ability to manage guest information and communication tasks accurately.
• Strong attention to detail when handling reservations-related information and service requests.
• Ability to coordinate information efficiently across multiple departments.

Language and Communication Skills

• Excellent spoken and written communication skills in English and/or another language.
• Professional telephone communication and interpersonal skills.
• Ability to communicate clearly with guests and colleagues.
• Confidence when interacting with guests from diverse backgrounds.
• Strong listening skills and the ability to understand guest requirements.
• Courteous and professional communication under pressure.

Analytical and Organizational Skills

• Strong analytical abilities and attention to detail.
• Ability to manage multiple guest requests and communication priorities.
• Effective time management and organizational skills.
• Ability to work under pressure and meet strict deadlines.
• Strong problem-solving and service coordination capabilities.
• Ability to follow up on outstanding requests and maintain service efficiency.

Professional Competencies

• Genuine passion for luxury hospitality and guest satisfaction.
• Warm, welcoming and service-oriented personality.
• Professional and confident telephone manner.
• Strong teamwork and interpersonal skills.
• Ability to anticipate guest needs and provide personalized assistance.
• Positive attitude and commitment to service excellence.
• High level of accuracy and attention to detail.
• Ability to remain calm and professional during demanding situations.
• Commitment to creating memorable guest experiences.

Working at One&Only The Palm

One&Only The Palm is a luxury beachfront resort on Palm Jumeirah in Dubai, offering an intimate hospitality experience that combines contemporary luxury with Arabian-inspired surroundings. The resort emphasizes personalized service, thoughtful attention and memorable guest experiences. As a Connectivity Centre Agent, you will contribute to the resort 's guest experience by ensuring efficient communication, timely request coordination and professional service throughout the guest journey. The position provides an opportunity to work within a luxury hospitality environment where attention to detail, communication and guest satisfaction are central to daily operations.

About One&Only

One&Only is a luxury hospitality brand within Kerzner International, known for distinctive resorts and personalized guest experiences. The brand 's approach to hospitality emphasizes anticipation, creativity, precision, empathy and warmth. At One&Only The Palm, the Connectivity Centre serves as an important communication link between guests and resort departments, supporting the personalized service and memorable experiences associated with the One&Only brand.