Guest Service Agent

FIVE Hotels and Resorts; Dubai; On-site; AED 15,000 - 21,000; Full time

Job summary

FIVE Hotels and Resorts in the UAE seeks a Guest Services Agent to deliver exceptional experiences across our luxury destinations. You will welcome guests in a FIVE-Star manner, document requests, manage wake‑up calls, and direct inquiries to the right departments with precision.

The role requires 1–2 years in a luxury hotel, flawless English, and a proactive, team‑oriented attitude. Expect a busy Front Office environment with weekend and holiday shifts, and a strong focus on guest satisfaction.

Qualifications

• 1–2 years in a luxury hotel environment delivering guest experiences.
• Impeccable verbal and written English; additional languages a plus.
• Strong time management and multi-tasking to deliver a FIVE-Star guest experience.

Responsibilities

• Extends a warm, FIVE-Styled welcome to Guests with genuine care and attention.
• Answers and documents Guest requests and concerns via multiple channels with timely responses.
• Operates the telephone switchboard and directs calls to departments.
• Records and relays messages with precise communication for follow-up.
• Logs Guest requests into the system and coordinates with departments for swift resolutions.
• Provides Guests with information about room features, amenities and local attractions.
• Assists Guests with WiFi access and navigating room entertainment systems.
• Adheres to FIVE’s policies and grooming standards, maintaining a polished appearance.
• Protects confidentiality and upholds FIVE’s assets.
• Fosters relationships with Guests, team members and stakeholders to support a dynamic environment.
• Ensures compliance with Forbes standards and delivers services exceeding expectations.

Skills

Guest service

English fluency

Time management

Teamwork

PMS Opera

Professional appearance

Stakeholder engagement

Tools

Opera PMS

Word

Excel

Outlook

Job description

An Exhilarating Opportunity

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

The Candidate

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do!’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Front Office Team as a Guest Services Agent will Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights!

Compensation

• A fixed monthly salary of AED 1,600 offered as part of this exciting career opportunity.

What We’re Looking For

• A proven track record of 1-2 years in a Luxury Hotel environment in a similar role, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.
• Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
• Exceptional Time Management and Multi-Tasking skills to oversee a busy kitchen and deliver a ‘FIVE-Star’ Experience for our guests.
• Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
• A professional, Insta-Worthy Appearance, always adhering to FIVE’s Grooming Standards and maintaining a polished, ‘FIVE-Styled’ demeanour.
• Excellent interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.
• Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow ‘FIVERs.’
• Previous experience in Forbes or Leading Quality Assurance (LQA)-Rated properties will be Advantageous, demonstrating a Strong Commitment to Luxury Service Standards.
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
• Flexibility to work a variety of shifts, including weekends and holidays, based on the requirements of the Hotel.
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.

Key Responsibilities

• Extends a Warm ‘FIVE-Styled’ welcome to all Guests, displaying Genuine Appreciation and addressing their service needs with Exceptional Care and Attention.
• Meticulously Answers and Documents Guest Requests, enquiries, and concerns via multiple communication channels, ensuring Accurate and Timely responses.
• Operates the telephone Switchboard Efficiently, managing wake-up calls and directing incoming calls to the appropriate Departments with Top-Notch Precision.
• Records and relays messages Accurately, maintaining Precise Communication records for reference and follow-up purposes, ensuring a ‘FIVE-Star’ Guest Experience.
• Logs Guest Requests or Issues into the computer system, coordinating with relevant Departments to ensure Swift resolutions.
• Provides Guests with Comprehensive Information about FIVE’s room features, amenities, and local attractions of interest.
• Assists Guests with Accessing the WiFi and Navigating Guest Room Entertainment Systems as needed.
• Adheres to FIVE’s Policies and Procedures, and Grooming Standards, always maintaining an Insta-Worthy Appearance.
• Upholds the Confidentiality of Proprietary Information and always protects FIVE’s company’s assets.
• Fosters positive Relationships with all ‘FIVERs’, contributing to a Buzzing and Energised Team Environment that supports Collaborative Efforts.
• Champions Compliance with Forbes Standards and Guidelines, delivering services that Exceed Expectations.
• Demonstrates the ability to Read and Verify Information Accurately in various formats, accommodating guests' needs with a Professional Demeanour.
• Fulfils any other reasonable ‘FIVER’ duties as assigned by Supervisors, contributing to the Smooth Operation of Guest Services.

The Team

‘FIVERs’ are Cultured yet Chic, Confident yet Self-Effacing, and Work Hard to Play even Harder. As a FIVE Tribe Member, you'll Personify the distinct ‘Vibe at FIVE’ and apply it to create Insta-Perfect Experiences for our Guests that keeps them Coming Back for More. If you Dream of being surrounded by Like-Minded Individuals who share your Passion for Delivering Unforgettable Moments that last a Lifetime – then Look No Further and Unleash your Next-Level Potential.

Sustainable Indulgence at FIVE

FIVE is a leader in Sustainable Luxury Living and Hospitality, with its UAE-based Destinations being the first and only Hotels in the UAE to obtain the International Renewable Energy Certificates (I-REC) for achieving 100% renewable electricity for 2022. The company's Science-Meets-Styled ‘Sustainable Indulgence’ Ethos has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings. FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4's BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification. FIVE illustrates its Commitment to making ‘Sustainability without Compromise on Luxury Living’ central to its Future Vision, with FIVE LUXE already on track to acquire LEED Platinum (BD+C). These Achievements highlight FIVE’s Comprehensive and Committed Scope of Sustainability Strategy permeating Operations, Governance and Community.

An Equal Opportunity Employer

The FIVE Tribe represents over 70 nationalities across its over 1500 ‘FIVERs.’ FIVE is Committed to Hiring a Diverse and Inclusive Workforce as an Equal-Opportunity Employer. Accordingly, FIVE does not discriminate based on disability, race, age, sex, gender, sexual orientation, ethnicity, religion or belief, nationality, marital status, or any other basis protected under national or local laws. Ranked 10th on the Great Workplaces in the UAE 2023 list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a Family bonded by common Values and Goals, Celebrating People, Culture and Diversity.

About FIVE Hotels And Resorts

FIVE Hotels and Resorts prides itself on being Disruptively Different and Daringly Unique. Our Growing Portfolio of Lavish Destinations are the epitome of Glamour and Experiential Luxury, and currently consists of FIVE Palm Jumeirah, FIVE Jumeirah Village, FIVE Zurich and FIVE LUXE. Joining our Exceptional FIVE Tribe means you are part of a team who Breaks Boundaries and offers Unbeatable Next-Level Experiences at FIVE’s award-winning Hotels, Dining Concepts, and 360-Degree Immersive Nightlife Venues. As part of the Accomplished FIVE Tribe, you will be part of a group of High Achievers who Fearlessly Challenge Conventions on a Global Stage.

Find out more here: fivehotelsandresorts.com