Guest Service Center Agent

Seven Tides Limited; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Minor International is seeking a Guest Service Center Agent for a major Dubai hotel. The role involves greeting guests, managing telephone operations, coordinating wake-up calls and guest requests, and ensuring excellent service throughout the stay.

You will work with multiple departments to resolve issues and maintain guest satisfaction. Experience in a large luxury property and strong communication skills are essential.

Qualifications

• Proven work experience as a Guest Service Center Agent
• Opera experience
• Active listening and effective communication skills
• Flexibility to work in shifts
• Strong organizational and multitasking skills, with the ability to perform well in a fast-paced environment

Responsibilities

• Welcome and acknowledge all guests according to company standards
• Operate telephone switchboard to answer calls and monitor lines
• Process wake-up calls, screening calls, do not disturb, call forwarding, conferences, TDD relay, and non-registered calls
• Answer, record, and process guest calls, messages, requests or concerns; liaise with other departments
• Follow up with guests to ensure requests are met to satisfaction
• Provide directions and information about amenities, services, hours, and local activities
• Review shift logs and document pertinent information in logbooks
• Maintain positive working relationships and support the team
• Handle hotel communications in emergencies as the communication center
• Maintain neatness of the working area

Skills

Active listening

Effective communication

Shift work flexibility

Organization and multitasking

Job description

Job Location: Dukes The Palm Dubai Hotel Inspired 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 Agent. As 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.

Guest Service Center Agent

• Welcome and acknowledge all guests according to company standards, anticipate and address guests service needs, and thank guests with genuine appreciation
• Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
• Answer, 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 problem
• Follow up with guests to ensure their requests or problems have been met to their satisfaction
• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities
• Review shift logs/daily memo books and document pertinent information in logbooks
• Develop and maintain positive working relationships with others, and support the team to reach common goals
• In case of emergency, handles all communications for the hotel whilst serving as the communication center
• Maintain the neatness of their working area at all times

Experience

Previous experience in a large hotel with at least 500 keys in a luxury property required. Pre-opening experience is an advantage.

Requirement

• Proven work experience as a Guest Service Center Agent
• Opera experience
• Active listening and effective communication skills
• Flexibility to work in shifts
• Strong organizational and multitasking skills, with the ability to perform well in a fast-paced environment

Minor International is one of the largest hospitality and leisure companies in the Asia Pacific region. Today Minor International has a global presence with hotels and resorts, restaurants and retail shops across Asia, the Middle East, Africa, Europe, the Americas and Australasia. When Passion Meets Growth, Opportunity Sparks. At some point, we all hit a ceiling, and few have the passion or opportunity to break through. At Minor, we've made it our mission to encourage our people to push boundaries in search of opportunity and achieve their fullest potential. When the business grows, so do our people.

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