Guest Contact Coordinator

The Lana, Dubai - Dorchester Collection; Dubai; On-site; AED 60,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Development opportunities

Complimentary stays

Dining discount 50%

Meals on duty

Medical insurance

Life insurance

Flight allowance

Company accommodation

Company transport

Uniform + laundry

Service charge

Job summary

The Lana, Dubai – Dorchester Collection invites a Guest Contact Coordinator to join our luxury team in Dubai. You will be the friendly voice guiding guests, coordinating requests and ensuring seamless service across departments.

With focus on hospitality excellence, you’ll engage guests professionally, manage calls and wake-up services, and support a culture shaped by We Care values in a premier luxury hotel setting.

Qualifications

• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking abilities.
• Strong knowledge of technology usage.
• Fluency in English; other languages beneficial.
• Hotel industry experience in luxury settings is a plus.
• Relevant professional qualifications or hotel school diploma.

Responsibilities

• Act as air traffic controller for all incoming guest requests and cases.
• Manage administrative and technical requirements to ensure seamless guest experience.
• Answer external and internal calls and connect to relevant parties; maintain systems and logbooks, respond to emergencies.
• Fulfilling special requests such as taking messages, printing, or help on occasions.
• Communicate with other departments to ensure alignment and teamwork.
• Bring to life the We Care values in daily operations.

Skills

Customer service

Communication

Active listening

Problem solving

Multitasking

Technology

Education

Hotel school diploma

Job description

Position Overview

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. An eclectic grouping who really care about each other and our guests; where belonging transcends all else. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide.

Hotel

The Lana

Division & Department

Rooms - Operators

Job Title

Guest Contact Coordinator

Contract Type

Permanent

Status

Full time

Position Overview

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. An eclectic grouping who really care about each other and our guests; where belonging transcends all else. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide. Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity. When submitting your application, please let us know if you require any special accommodations during the interview process. We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Contact Coordinator you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What You’ll Get

• Competitive Salary Package
• World-class Development Opportunities
• Complimentary stays with breakfast included in our sister Dorchester Collection hotels
• 50% off at bars and restaurants within all of our sister Dorchester Collection hotels
• Meals on Duty
• Private Medical Insurance
• Life Insurance
• Flight Allowance every 24 months
• Shared Company Accommodation
• Company provided transportation to and from work
• Uniform provided by the Company with complimentary laundry
• Service Charge

What You’ll Do

• You will greatly contribute to the processes and activities that create and promote the Dorchester Collection culture, values and bring the Company Philosophy “We Care” to life ensuring our employees and guests receive nothing but the best experience.
• Acts as an air traffic controller for all incoming guest requests and cases. Proactively manages all administrative and technical requirements to ensure seamless guest experience.
• Your will be responsible for answering external and internal calls to the standard laid down and to connect to the relevant parties during their day. This will include accurately maintaining departmental systems, procedures, and logbooks, responding to emergency procedures and accurately taking, recording and delivering guest wake-up calls, all to ensure our guests receives nothing but the best experience.
• Sometimes our guests have special requests involving taking messages, printing and help on special occasions. Most of these requests are fulfilled by our Guest Contact Coordinator.
• Communication is what keeps our departments running perfectly. Our Guest Contact Coordinator must communicate with other departments and extended hotel team in order to ensure the alignment remains.
• Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Contact Coordinator, you’ll have the opportunity to bring these to life and continue to create our legacy.

The items shared are the essence of a day in the life of a Guest Contact Coordinator, but we’ll make sure you are provided with specifics on how we care for our hotel.

What You’ll Bring

• You’ll bring your unique personality and passion to the role and the team.
• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking skills. Relationship driven.
• Excellent knowledge of the use of technology.
• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service and business ethic.
• English is the primary language used in our hotel. You can comfortably communicate in this language. Having skills in other languages such as Arabic, French, Mandarin or Spanish is beneficial.
• You will have a relevant professional qualifications or hotel school diploma and bring wealth of past experience working in similar capacity for luxury hotels for at least 2-3 years.
• Proven previous experience in a similar or in a relevant role in customer service is an advantage.

Position location

Job Location

United Arab Emirates

Location

Dubai