Guest Service Center Agent

Dukes The Palm Dubai Hotel; Dubai; On-site; AED 48,000 - 84,000; Full time

Job summary

Dukes The Palm Dubai Hotel is seeking a Guest Service Center Agent to deliver professional, guest-focused service in a luxury setting. You will operate the telephone switchboard, handle wake-up calls, log requests, and coordinate with departments to ensure guest satisfaction.

Required is prior experience in a large luxury hotel, strong communication skills, and the ability to work shifts. Pre-opening experience is a plus; Opera experience is advantageous. Apply online with your CV and photo.

Qualifications

• Proven work experience as a Guest Service Center Agent.
• Experience in a large luxury hotel (500+ keys) is required.
• Opera experience is advantageous.
• Pre-opening hotel experience is a plus.

Responsibilities

• Operate telephone switchboard and answer calls; monitor busy/unanswered lines.
• Process wake-up calls, do not disturb, call forwarding, conference calls, and related requests.
• Contact appropriate departments (Bell, Housekeeping) to resolve guest requests.
• Follow up with guests to ensure satisfaction of requests or problems.
• Provide directions and information about hotel amenities, hours, and local areas of interest.
• Review shift logs and document pertinent information.
• Maintain positive working relationships and support the team to reach goals.
• In emergencies, manage hotel communications as the central hub.

Skills

Active listening

Effective communication

Shift flexibility

Organization and multitasking

Guest service orientation

Tools

Opera PMS

Job description

Job Location:Dukes The Palm Dubai HotelInspired by the spirit of Parisian boulevard cafés and the original Colbert bistro, the Colbert Collection is united not by style or geography, but by a shared sensibility. These are places where culture, conversation and culinary rituals naturally converge, shaped by the rhythm of the destinations they call home.Daringly distinct and defined by its own immutable character, each hotel in the collection captures something elusive yet unforgettable: moments that stir emotion, awaken curiosity, and remain with you long after you depart. If you are drawn to hospitality with soul and substance, the Colbert Collection is your kind of place.We are currently looking for a Guest Service Center AgentAs a Guest Service Center Agent, your role is to be responsible and provide professional and customer-focused service to our guests, ensuring their stay will become a memorable experience.Welcome and acknowledge all guests according to company standards, anticipate and address guests service needs, and thank guests with genuine appreciationOperate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered linesProcess guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest callsAnswer, record, and process all guest calls, messages, requests, questions, or concerns. Contact the appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest calls, requests, or problemFollow up with guests to ensure their requests or problems have been met to their satisfactionSupply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activitiesReview shift logs/daily memo books and document pertinent information in logbooksDevelop and maintain positive working relationships with others, and support the team to reach common goalsIn case of emergency, handles all communications for the hotel whilst serving as the communication centerMaintain the neatness of their working area at all timesExperience:Previous experience in a large hotel with at least 500 keys in a luxury property requiredPre-opening experience is an advantageRequirement:Proven work experience as a Guest Service Center AgentOpera experienceActive listening and effective communication skillsFlexibility to work in shiftsStrong organizational and multitasking skills, with the ability to perform well in a fast-paced environmentShould you believe that you are the right candidate for the role, please apply online ONLY by submitting your full updated CV, featuring a recent photographNot the right fit? Set up email alerts as new job postings become available that meet your interest!