Guest Experience Agent - Front Desk & Calls

NH Collection Hotels & Resorts; Dubai; On-site; AED 56,000 - 100,000; Full time

Job summary

NH Collection Dubai The Palm is seeking a friendly and professional Guest Services Agent to provide efficient, personalized assistance to guests by phone and in person. You will uphold NH Collection service standards and help deliver a seamless guest experience.

The role requires excellent English, courteous communication, and the ability to multitask in a fast-paced hotel environment. Flexibility for shifts, weekends, and holidays is expected.

Qualifications

• Previous experience in Guest Services, Front Office, Telephone Operator, or a similar hotel role is preferred.
• Excellent telephone etiquette and communication skills.
• Strong customer service and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Good computer skills; knowledge of hotel systems is an advantage.
• Fluent in English; additional languages are an advantage.
• Flexible to work shifts, weekends, and public holidays.

Responsibilities

• Answer all incoming guest calls promptly, professionally, and courteously.
• Handle guest inquiries, requests, and complaints and ensure appropriate follow-up.
• Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage, and other departments.
• Record and track guest requests accurately to ensure timely completion.
• Provide accurate information about hotel facilities, services, restaurants, operating hours, and promotions.
• Handle wake-up calls, messages, and other guest communication requirements.
• Assist with internal and external telephone calls and correctly transfer calls when required.
• Follow up with guests to ensure requests have been completed to their satisfaction.
• Recognize and elevate urgent or sensitive guest concerns to the appropriate supervisor or manager.
• Maintain guest confidentiality and handle all information professionally.
• Maintain excellent telephone etiquette and communication standards at all times.
• Support the Front Office team in delivering a seamless and memorable guest experience.

Skills

Guest Services

Front Office

Telephone Operator

Multitasking

Customer Service

Job description

NH Collection Dubai The Palm is seeking a friendly and professional Guest Services Agent to provide efficient, personalized assistance to guests by phone and in person. You will uphold NH Collection service standards and help deliver a seamless guest experience.

The role requires excellent English, courteous communication, and the ability to multitask in a fast-paced hotel environment. Flexibility for shifts, weekends, and holidays is expected.