Guest Experience Concierge — Luxury Hotel

Minor Hotels; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Avani Palm View Dubai Hotel & Suites (a property of Minor Hotels) is seeking a Guest Service Centre Agent to manage guest calls, requests and inquiries with warmth, professionalism and efficiency.

The role serves as a key link between guests and hotel departments, ensuring requests are handled promptly and accurately while maintaining the luxury service standards across the Front Office and related teams.

Responsibilities

• Answer incoming internal and external calls promptly, professionally, and according to hotel telephone etiquette standards.
• Handle guest inquiries, requests, and concerns with care, ensuring a positive and personalized experience.
• Provide accurate information about hotel facilities, services, operating hours, and local attractions.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure timely service.
• Handle room service requests and transfer calls to the appropriate department when required.
• Record, monitor, and follow up on guest requests and complaints until they are resolved.
• Assist guests with wake-up calls, transportation arrangements, and other service requests.
• Manage incoming messages and ensure they are delivered accurately and on time.
• Maintain accurate records of guest interactions, requests, and service follow-ups in the hotel system.
• Handle guest complaints calmly and professionally, escalating unresolved concerns to the supervisor.
• Support the Front Office team with guest-related inquiries and operational requirements.
• Ensure guest information is handled confidentially and in accordance with hotel privacy policies.
• Stay updated on hotel promotions, events, facilities, and daily operational information.
• Communicate effectively with colleagues to ensure smooth coordination between departments.
• Follow hotel service standards, telephone procedures, emergency protocols, and safety guidelines.
• Perform other duties assigned by the Guest Service Centre Supervisor or Front Office Manager.

Job description

Avani Palm View Dubai Hotel & Suites (a property of Minor Hotels) is seeking a Guest Service Centre Agent to manage guest calls, requests and inquiries with warmth, professionalism and efficiency.

The role serves as a key link between guests and hotel departments, ensuring requests are handled promptly and accurately while maintaining the luxury service standards across the Front Office and related teams.