Guest Service Center Agent

Minor Hotels; Dubai; On-site; AED 45,000 - 73,000; Full time

Job summary

NH Collection Dubai The Palm seeks a courteous Guest Services/Telephone Operator to provide efficient, professional assistance to guests by phone and other channels, ensuring requests are handled promptly and in line with NH Collection service standards.

You will answer calls, handle inquiries and complaints, coordinate with Housekeeping, Front Office, and other departments, and record guest requests to ensure timely completion.

Qualifications

• Previous experience in Guest Services, Front Office, Telephone Operator, or similar hotel role.
• Excellent telephone etiquette and communication skills.
• Strong customer service and problem-solving abilities.
• Ability to multitask in a fast-paced environment.
• Good computer skills; familiarity with hotel systems is a plus.
• Fluent in English; additional languages are a plus.
• Flexible to work shifts, weekends, and holidays.

Responsibilities

• Answer all incoming guest calls promptly, professionally, and courteously.
• Handle guest inquiries, requests, and complaints and ensure appropriate follow-up.
• Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage, and other departments.
• Record and track guest requests accurately to ensure timely completion.
• Provide accurate information about hotel facilities, services, restaurants, operating hours, and promotions.
• Handle wake-up calls, messages, and other guest communication requirements.
• Assist with internal and external telephone calls and correctly transfer calls when required.
• Follow up with guests to ensure requests have been completed to their satisfaction.
• Recognize and escalate urgent or sensitive guest concerns to the appropriate supervisor or manager.
• Maintain guest confidentiality and handle all information professionally.
• Maintain excellent telephone etiquette and communication standards at all times.
• Support the Front Office team in delivering a seamless and memorable guest experience.

Skills

Telephone etiquette

Customer service

Multitasking

Computer skills

English fluency

Job description

Job Location

NH Collection Dubai The Palm

NH Collection Hotels & Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic-elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments.

We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.

To provide efficient, professional, and personalized assistance to guests through telephone and other communication channels, ensuring all requests and inquiries are handled promptly and in line with NH Collection service standards.

Key Responsibilities

• Answer all incoming guest calls promptly, professionally, and courteously.
• Handle guest inquiries, requests, and complaints and ensure appropriate follow-up.
• Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage, and other departments.
• Record and track guest requests accurately to ensure timely completion.
• Provide accurate information about hotel facilities, services, restaurants, operating hours, and promotions.
• Handle wake-up calls, messages, and other guest communication requirements.
• Assist with internal and external telephone calls and correctly transfer calls when required.
• Follow up with guests to ensure requests have been completed to their satisfaction.
• Recognize and escape urgent or sensitive guest concerns to the appropriate supervisor or manager.
• Maintain guest confidentiality and handle all information professionally.
• Maintain excellent telephone etiquette and communication standards at all times.
• Support the Front Office team in delivering a seamless and memorable guest experience.

Qualifications & Experience

• Previous experience in Guest Services, Front Office, Telephone Operator, or a similar hotel role is preferred.
• Excellent telephone etiquette and communication skills.
• Strong customer service and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Good computer skills; knowledge of hotel systems is an advantage.
• Fluent in English; additional languages are an advantage.
• Flexible to work shifts, weekends, and public holidays.

If you enjoy connecting with people and creating memorable first impressions, we would love to hear from you.

Join NH Collection Dubai The Palm and Feel the Extraordinary!