Guest Service Centre Agent

Oaks Hotels; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A prestigious hotel chain in Dubai is seeking a Front Office Agent to handle guest communications and ensure exceptional service. Responsibilities include managing calls, providing accurate information about hotel services, and coordinating with departments for seamless operations. Ideal candidates will have excellent communication skills, a high school diploma, and prior hospitality experience. This role requires flexibility in scheduling and attention to detail.

Qualifications

• Previous experience in customer service or hospitality industry preferred.
• Ability to work in a fast-paced environment.

Responsibilities

• Handle all incoming and outgoing calls, both internal and external.
• Provide accurate information about hotel services and promotions.
• Record all guest requests and inquiries accurately.
• Coordinate with relevant departments to ensure prompt service delivery.
• Respond to guest complaints courteously and ensure proper resolution.
• Assist with lost and found inquiries.
• Manage emergency calls following hotel procedures.

Skills

Excellent communication and interpersonal skills

Ability to handle multiple tasks simultaneously

Strong problem-solving skills

Proficiency in Microsoft Office

Flexibility to work different shifts

Attention to detail

Education

High school diploma or equivalent

Job description

Job Description

Handle all incoming and outgoing calls, both internal and external, promptly and professionally in accordance with Oaks service standards.

Provide accurate information about hotel services, facilities, promotions, and operating hours to guests and colleagues.

Record all guest requests, inquiries, and complaints accurately in Opera PMS or the service tracking system and ensure timely follow-up until completion.

Coordinate with relevant departments such as Housekeeping, Engineering, and Food & Beverage to ensure prompt and efficient service delivery.

Handle wake-up calls, ensure accuracy of details, and complete calls on time.

Maintain effective communication between departments and ensure smooth daily operation.

Respond to guest complaints courteously, take ownership of the issue, and ensure proper resolution or escalation when required.

Assist with lost and found inquiries and ensure correct documentation and coordination with Housekeeping.

Manage emergency calls by following hotel procedures and maintaining calm, clear communication.

Uphold guest privacy and confidentiality at all times.

Maintain updated knowledge of hotel information, events, and local attractions to assist guests effectively.

Ensure professional telephone etiquette, clear speech, and a friendly tone in all communications.

Support Front Office operations when required and ensure seamless coordination with other team members.

Attend training sessions and team briefings to maintain product knowledge and service standards.

Adhere to grooming standards and represent the hotel professionally at all times.

Qualifications

• Excellent communication and interpersonal skills
• Ability to handle multiple tasks simultaneously
• Strong problem-solving skills
• Proficiency in Microsoft Office
• Flexibility to work different shifts, including weekends and holidays
• High school diploma or equivalent
• Previous experience in customer service or hospitality industry preferred
• Ability to work in a fast-paced environment
• Attention to detail