Guest Contact Coordinator

Dorchester Collection; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Development opportunities

Complimentary stays with breakfast

50% off at sister hotels

Meals on duty

Private medical insurance

Life insurance

Flight allowance

Shared company accommodation

Transport to/from work

Uniform and laundry

Job summary

The Lana Dorchester Collection Dubai is seeking a Guest Contact Coordinator to deliver exceptional guest experiences in a luxury hotel environment. You will handle guest requests, coordinate with multiple departments, and ensure flawless service while upholding our We Care philosophy.

Ideal candidates bring 2–3+ years in luxury hotel guest services, superb communication, and a passion for hospitality excellence in a dynamic, service-driven setting.

Qualifications

• 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.
• 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.

Responsibilities

• Act as an air traffic controller for all incoming guest requests and cases.
• Proactively manage all administrative and technical requirements to ensure seamless guest experience.
• Answer external and internal calls and connect to relevant parties.
• Maintain departmental systems, procedures and logbooks, and log guest wake-up calls.
• Fulfill messages, printing and special occasion requests.
• Coordinate with other departments to ensure alignment with the Dorchester Collection culture.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Relationship building

Tech literacy

English proficiency

Other languages beneficial

Education

Hotel school diploma

Job description

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

As a Guest Contact Coordinator at The Lana Dorchester Collection Dubai here are just some of the great benefits you will receive Competitive Salary PackageWorld-class Development OpportunitiesComplimentary stays with breakfast included in our sister Dorchester Collection hotels50 off at bars and restaurants within all of our sister Dorchester Collection hotelsMeals on DutyPrivate Medical InsuranceLife InsuranceFlight Allowance every 24 monthsShared Company AccommodationCompany provided transportation to and from workUniform provided by the Company with complimentary laundryService Charge

What you’ll do

You ll love what you do and take pride in delighting our guests 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 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.