Dubai Luxury Guest Experience Agent

Avani Hotel Group; Dubai; On-site; AED 78,000 - 112,000; Full time

Job summary

Avani Palm View Dubai Hotel & Suites in Dubai is seeking a Guest Service Centre Agent to handle guest calls, requests and inquiries in a friendly, professional and efficient manner, delivering a seamless guest experience in line with our luxury service standards.

You will answer incoming calls, provide accurate information about facilities and local attractions, coordinate requests with Housekeeping, Engineering and F&B, adjust wake‑up calls and transportation, log follow-ups, and ensure

Responsibilities

• Answer incoming internal and external calls promptly, professionally, and according to hotel telephone etiquette standards.
• Handle guest inquiries, requests, and concerns with care, ensuring a positive and personalized experience.
• Provide accurate information about hotel facilities, services, operating hours, and local attractions.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure timely service.
• Handle room service requests and transfer calls to the appropriate department when required.
• Record, monitor, and follow up on guest requests and complaints until they are resolved.
• Assist guests with wake-up calls, transportation arrangements, and other service requests.
• Manage incoming messages and ensure they are delivered accurately and on time.
• Maintain accurate records of guest interactions, requests, and service follow-ups in the hotel system.
• Handle guest complaints calmly and professionally, escalating unresolved concerns to the supervisor.
• Support the Front Office team with guest-related inquiries and operational requirements.
• Ensure guest information is handled confidentially and in accordance with hotel privacy policies.
• Stay updated on hotel promotions, events, facilities, and daily operational information.
• Communicate effectively with colleagues to ensure smooth coordination between departments.
• Follow hotel service standards, telephone procedures, emergency protocols, and safety guidelines.
• Perform other duties assigned by the Guest Service Centre Supervisor or Front Office Manager.

Job description

Avani Palm View Dubai Hotel & Suites in Dubai is seeking a Guest Service Centre Agent to handle guest calls, requests and inquiries in a friendly, professional and efficient manner, delivering a seamless guest experience in line with our luxury service standards.

You will answer incoming calls, provide accurate information about facilities and local attractions, coordinate requests with Housekeeping, Engineering and F&B, adjust wake‑up calls and transportation, log follow-ups, and ensure