Guest Service Centre Agent-2

Avani Hotels and Resorts; Dubai; On-site; AED 45,000 - 78,000; Full time

Job summary

Avani Palm View Dubai Hotel & Suites in Dubai seeks a Guest Service Centre Agent to manage guest calls, requests and inquiries with warmth and professionalism, delivering a seamless luxury experience.

You will collaborate with Housekeeping, Engineering, Food & Beverage and Front Office, maintain accurate records, handle wake-up calls and transportation, and stay current on hotel promotions and policies.

Responsibilities

• Answer incoming calls promptly, professionally per hotel etiquette.
• Handle guest inquiries and requests with care for a personalized experience.
• Provide accurate information on facilities, services, hours, and local attractions.
• Coordinate guest requests with Housekeeping, Engineering, F&B for timely service.
• Handle room service requests and transfer calls accordingly.
• Record and follow up on guest requests and complaints until resolved.
• Assist guests with wake-up calls and transportation arrangements.
• Manage messages and ensure delivery on time.
• Maintain records of guest interactions and follow-ups in the system.
• Handle complaints calmly, escalating unresolved issues.
• Support Front Office with guest inquiries and operations.
• Protect guest information per hotel privacy policies.
• Stay updated on promotions, events, facilities, and operations.
• Communicate effectively with colleagues for cross-department coordination.
• Follow service standards, procedures, emergencies, and safety guidelines.
• Perform other duties as assigned by supervisors.

Job description

Job Description

Job Location

Avani Palm View Dubai Hotel & Suites

At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.

With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.

The Guest Service Centre Agent is responsible for handling guest calls, requests, and inquiries in a friendly, professional, and efficient manner. The role serves as a key point of contact between guests and hotel departments, ensuring that requests are handled promptly and accurately while delivering a seamless guest experience in line with the hotel's luxury service standards.

• Answer incoming internal and external calls promptly, professionally, and according to hotel telephone etiquette standards.
• Handle guest inquiries, requests, and concerns with care, ensuring a positive and personalized experience.
• Provide accurate information about hotel facilities, services, operating hours, and local attractions.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure timely service.
• Handle room service requests and transfer calls to the appropriate department when required.
• Record, monitor, and follow up on guest requests and complaints until they are resolved.
• Assist guests with wake-up calls, transportation arrangements, and other service requests.
• Manage incoming messages and ensure they are delivered accurately and on time.
• Maintain accurate records of guest interactions, requests, and service follow-ups in the hotel system.
• Handle guest complaints calmly and professionally, escalating unresolved concerns to the supervisor.
• Support the Front Office team with guest-related inquiries and operational requirements.
• Ensure guest information is handled confidentially and in accordance with hotel privacy policies.
• Stay updated on hotel promotions, events, facilities, and daily operational information.
• Communicate effectively with colleagues to ensure smooth coordination between departments.
• Follow hotel service standards, telephone procedures, emergency protocols, and safety guidelines.
• Perform other duties assigned by the Guest Service Centre Supervisor or Front Office Manager.