Guest Experience Agent - Luxury Hotel Calls

Minor Hotels; United Arab Emirates; On-site; AED 45,000 - 61,000; Full time

Job summary

Minor Hotels is hiring at NH Collection Dubai The Palm for a Guest Services / Front Office role. You will handle guest calls, inquiries, and requests, coordinate with hotel departments, and ensure timely, courteous service to guests seeking premium experiences.

Excellent communication, multitasking, and knowledge of hotel systems are valued, with flexibility to work shifts, weekends, and holidays in a luxury property setting.

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

Customer Service

Multitasking

Computer Skills

English Fluency

Job description

Minor Hotels is hiring at NH Collection Dubai The Palm for a Guest Services / Front Office role. You will handle guest calls, inquiries, and requests, coordinate with hotel departments, and ensure timely, courteous service to guests seeking premium experiences.

Excellent communication, multitasking, and knowledge of hotel systems are valued, with flexibility to work shifts, weekends, and holidays in a luxury property setting.