Guest Service Agent

Jebel Ali International Hotels L.L.C; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

JA The Resort in Dubai, UAE is seeking a confident and passionate Guest Service Agent to deliver seamless service and act as the friendly voice guests rely on. If you enjoy helping people, solving problems, and creating positive impressions, we'd love to hear from you.

In this role you’ll be the main point of contact for guests, handle enquiries and reservations, connect guests to the right departments, manage wake-up calls and messages, and support a memorable guest journey with attention to

Qualifications

• Minimum 2 years of experience in Guest Services, Telephone Operations, Front Office, Contact Centre, or a similar hospitality role.
• Exceptional communication and interpersonal skills.
• Professional telephone etiquette and a guest-focused approach.
• Strong command of spoken and written English.
• Arabic, Russian, German, or French language skills are highly desirable.
• Experience with hotel systems such as Protel is advantageous.
• Good knowledge of Microsoft Office applications.
• Excellent organizational skills, attention to detail, and the ability to multitask.
• A positive attitude and a genuine passion for hospitality.

Responsibilities

• Serving as a key point of contact for guests, ensuring every call is handled with professionalism and care.
• Assisting guests with enquiries, requests, reservations, and resort information.
• Connecting guests with the appropriate departments and ensuring timely follow-up.
• Managing guest messages, wake-up calls, and special requests with accuracy and attention to detail.
• Providing clear and helpful information about resort facilities, services, and experiences.
• Supporting guests with solutions that enhance their stay and exceed expectations.
• Responding calmly and efficiently during urgent situations while following established procedures.
• Collaborating with colleagues across the resort to ensure a seamless guest journey.
• Creating positive experiences through every interaction, whether simple or complex.

Tools

Protel

Job description

Guest Service Agent

JA The Resort | Dubai, UAE

Some people answer calls.

You make every conversation feel personal.

At JA The Resort, we believe exceptional hospitality isn't limited to face-to-face interactions. Every call is an opportunity to reassure, assist, and create a positive impression that stays with our guests long after the conversation ends.

We're looking for a Guest Service Agent who is confident, professional, and passionate about delivering seamless service. If you enjoy helping people, solving problems, and being the friendly voice guests can rely on, we'd love to hear from you.

What You’ll Be Doing

• Serving as a key point of contact for guests, ensuring every call is handled with professionalism and care
• Assisting guests with enquiries, requests, reservations, and resort information
• Connecting guests with the appropriate departments and ensuring timely follow-up
• Managing guest messages, wake-up calls, and special requests with accuracy and attention to detail
• Providing clear and helpful information about resort facilities, services, and experiences
• Supporting guests with solutions that enhance their stay and exceed expectations
• Responding calmly and efficiently during urgent situations while following established procedures
• Collaborating with colleagues across the resort to ensure a seamless guest journey
• Creating positive experiences through every interaction, whether simple or complex

What We’re Looking For

• Minimum 2 years of experience in Guest Services, Telephone Operations, Front Office, Contact Centre, or a similar hospitality role
• Exceptional communication and interpersonal skills
• Professional telephone etiquette and a guest-focused approach
• Strong command of spoken and written English
• Additional language skills in Arabic, Russian, German, or French are highly desirable
• Experience with hotel systems such as Protel is an advantage
• Good knowledge of Microsoft Office applications
• Excellent organisational skills, attention to detail, and the ability to multitask
• A positive attitude and a genuine passion for hospitality

The JA Personality

We believe great hospitality starts with great people.

We’re looking for someone who is:

• Warm in every interaction
• Real in the connections they build with guests and colleagues
• Fresh in their thinking, energy, and approach to service

Why JA?

Because at JA, hospitality is more than answering a call.

It’s about creating confidence, comfort, and memorable experiences for every guest.

It’s about Giving Our All in every conversation, every interaction, and every guest experience.

Giving Our All. Every Guest. Every Call. Every Day.

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