Luxury Guest Service Centre Agent (Dubai)

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

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.