Guest Service Agent / Telephone Operator

Jebel Ali International Hotels L.L.C; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

JA The Resort in Dubai, UAE is seeking a confident, professional Guest Service Agent who loves helping guests and delivering seamless service. You’ll be the friendly voice guests rely on, answering calls, handling enquiries, reservations, and resort information with calm professionalism.

With at least 2 years in guest services or front office, you will coordinate with departments, manage wake-up calls, and ensure follow-up.

Qualifications

• Minimum 2 years in Guest Services, Telephone Operations, Front Office, or similar hospitality role.
• Strong English communication, both spoken and written.
• Additional language skills in Arabic, Russian, German, or French are highly desirable.
• Experience with Protel is an advantage.
• Excellent organizational and multitasking abilities.

Responsibilities

• Serve as a key contact for guests, handling calls professionally.
• Assist guests with enquiries, reservations, and resort information.
• Connect guests with appropriate departments and ensure timely follow-up.
• Manage guest messages, wake-up calls, and special requests with accuracy.
• Provide clear information about resort facilities and services.
• Support guests to enhance their stay and exceed expectations.
• Respond calmly during urgent situations following procedures.
• Collaborate with colleagues across the resort for a seamless guest journey.
• Create positive experiences through every interaction.

Skills

English fluency

Multilingual (Arabic)

Multilingual (Russian)

Multilingual (German)

Multilingual (French)

Telephone etiquette

Guest services

Tools

Protel

Microsoft Office

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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