Customer Experience Agent

edari; Dubai; Presencial; AED 167.000 - 279.000; A tiempo parcial

Descripción de la vacante

Edari is seeking a Customer Experience Agent for a contract role in Dubai, focused on exclusive recognition and loyalty programmes for Gold and Platinum members. You will manage luxury hotel and restaurant bookings, special requests, and bespoke experiences, maintaining discretion and a high standard of service.

Ideal candidates have a true 5-star hospitality background, excellent English, and a polished phone manner for an international guest base.

Formación

• Background in 5-star hospitality, guest relations, hotel reservations, concierge, VIP services or premium customer service.
• Experience with VIP guests or UHNW clients is a plus.
• Excellent spoken and written English; additional languages are an advantage.
• Polished, confident phone manner with international clientele.
• Comfortable making outbound calls and offering personalised experiences.
• Strong relationship-building skills to make guests feel recognised and valued.
• Exceptional attention to detail and ability to record preferences accurately.
• Proven ability to work in fast-paced, high-volume settings without compromising service.
• Familiarity with hotel reservation systems such as Opera, CRM platforms, and Microsoft Office.

Responsabilidades

• Act as a main contact for members via phone, email, chat and other channels, building strong relationships.
• Handle reservations for luxury hotel stays, restaurants and exclusive experiences, including last-minute changes.
• Proactively invite members to exclusive events, loyalty programmes and curated experiences.
• Keep member profiles accurate and up to date, recording preferences and interaction history.
• Offer tailored recommendations on hotel offerings, loyalty benefits and premium services.
• Identify opportunities to elevate guest experience with upgrades and bespoke offerings.
• Manage guest enquiries, complaints and complex requests with discretion and professionalism.
• Resolve issues quickly with first-contact resolution whenever possible.
• Coordinate with housekeeping, concierge, room service, restaurants, events and other departments.
• Anticipate guest needs and provide personalised solutions.
• Collect feedback and produce reports on enquiry volumes and guest insights.
• Uphold confidentiality and brand representation in every interaction.

Conocimientos

5-star hospitality

Guest relations

VIP services

English proficiency

Phone etiquette

Outbound calls

Relationship building

Attention to detail

Problem solving

Discretion

Herramientas

Opera

CRM systems

Microsoft Office

Descripción del empleo

We are recruiting for a Customer Experience Agent on behalf of our prestigious client involved in the luxury hospitality sector.

This position suits someone with a true 5-star hospitality background who values personalised service, discretion and meticulous attention to detail, and who can create outstanding experiences for high-value guests.

This opportunity is offered on a contract basis with strong potential for renewal.

About the Role

You will act as a key contact for an exclusive recognition and loyalty programme, developing relationships with Gold and Platinum tier members and other valued guests. Your work will span luxury hotel and restaurant bookings, special request coordination, recommendations for exclusive experiences and guest enquiries, making each interaction feel personal, effortless and memorable.

We want someone who can anticipate guest needs, understand individual preferences and represent a world-class luxury brand with confidence, warmth and professionalism.

Key Responsibilities

• Act as a main point of contact for members via phone, email, chat and other channels, building strong, long-term relationships.
• Handle reservations for luxury hotel stays, restaurants and exclusive experiences, including last-minute changes and special requests.
• Proactively reach out to members with invitations to exclusive events, loyalty programmes and curated experiences.
• Keep member profiles accurate and up to date, recording preferences, interaction history and personal details.
• Offer tailored recommendations on hotel offerings, loyalty benefits, premium services and additional experiences.
• Spot opportunities to elevate the guest experience through suitable upgrades, premium options and bespoke offerings.
• Manage guest enquiries, complaints and complex requests with discretion, professionalism and a service-first mindset.
• Resolve issues efficiently, aiming for first-contact resolution while keeping guest satisfaction high.
• Liaise with internal teams, including housekeeping, concierge, room service, restaurants, events and other departments, to ensure seamless service.
• Anticipate guest needs and provide personalised solutions that meet luxury hospitality expectations.
• Collect member feedback and produce regular reports on enquiry volumes, service issues and guest insights.
• Uphold exceptional standards of communication, confidentiality and brand representation in every interaction.

Skills, Knowledge & Experience

• Background in 5-star hospitality, guest relations, hotel reservations, concierge, VIP services or premium customer service.
• Experience with VIP guests, high-value members or UHNW clients is a plus.
• Excellent spoken and written English; additional languages, especially Russian, are an advantage.
• A polished, confident and engaging phone manner, with the ability to connect naturally with an international clientele.
• Comfortable making outbound calls and proactively offering personalised experiences and services to members.
• Strong relationship-building skills, making guests feel recognised, valued and well cared for.
• Exceptional attention to detail, with the ability to remember, record and act on individual preferences.
• Proven ability to work in fast-paced, high-volume settings without compromising service quality.
• Strong problem-solving skills and a calm approach to complaints, unexpected requests and sensitive situations.
• Familiarity with hotel reservation systems such as Opera, CRM platforms and Microsoft Office.
• Solid organisational skills, with the ability to juggle multiple enquiries, reservations and follow-ups at once.
• A discreet, adaptable and professional manner with guests from diverse cultural backgrounds.

Availability

Candidates who can start immediately will be given preference.

Applications will be reviewed within 7 working days. If your profile matches the requirements, a consultant from Edari will contact you to discuss your experience, explain the opportunity in more detail and outline the next steps.