Guest Experience Center Agent

Minor Hotels Europe & Americas; Dubai; In loco; AED 60.000 - 120.000; Tempo pieno

Descrizione del lavoro

NH Collection Dubai The Palm is seeking a Guest Services/Front Office Telephone Operator to deliver efficient, professional, and personalized guest assistance via telephone and other channels. You will coordinate with Housekeeping, Engineering, Front Office, F&B, and other departments to fulfill requests and maintain guest satisfaction.

The role requires excellent telephone etiquette, strong customer service, multitasking, and fluent English.

Competenze

• 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.

Mansioni

• 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 escalate 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.

Conoscenze

Excellent telephone etiquette

Customer service

Multitasking

English fluency

Strumenti

Hotel systems

Descrizione del lavoro

NH Collection Dubai The Palm is seeking a Guest Services/Front Office Telephone Operator to deliver efficient, professional, and personalized guest assistance via telephone and other channels. You will coordinate with Housekeeping, Engineering, Front Office, F&B, and other departments to fulfill requests and maintain guest satisfaction.

The role requires excellent telephone etiquette, strong customer service, multitasking, and fluent English.