Luxury Resort Guest Experience Specialist

JA The Resort; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

JA The Resort in Dubai seeks a Guest Services Agent to be a main point of contact for guests, handling calls with professionalism and care, and assisting with enquiries, reservations, and resort information. You will connect guests with departments, manage wake-up calls and messages, provide clear information about facilities and experiences, and ensure timely follow-up to exceed expectations.

Requirements include at least 2 years in guest services or front office, excellent English, strong

Qualifications

• Minimum 2 years in Guest Services, Telephone Operations, Front Office, Contact Centre, or a similar hospitality role.
• Exceptional communication and interpersonal skills.
• Professional telephone etiquette and a guest-focused approach.
• Strong command of spoken and written English.
• Additional language skills (Arabic, Russian, German, or French) are highly desirable.
• Experience with hotel systems such as Protel is an advantage.
• Good knowledge of Microsoft Office applications.
• Excellent organisational skills, attention to detail, and ability to multitask.

Responsibilities

• Serving as a key point of contact for guests, ensuring every call is handled with professionalism and care.
• Assisting guests with enquiries, requests, reservations, and resort information.
• Connecting guests with the appropriate departments and ensuring timely follow-up.
• Managing guest messages, wake-up calls, and special requests with accuracy and attention to detail.
• Providing clear and helpful information about resort facilities, services, and experiences.
• Supporting guests with solutions that enhance their stay and exceed expectations.
• Responding calmly and efficiently during urgent situations while following established procedures.
• Collaborating with colleagues across the resort to ensure a seamless guest journey.
• Creating positive experiences through every interaction, whether simple or complex.

Skills

Excellent communication

Guest focus

Telephone etiquette

English proficiency

Multitasking

Microsoft Office

Protel hotel system

Tools

Protel PMS

Job description

JA The Resort in Dubai seeks a Guest Services Agent to be a main point of contact for guests, handling calls with professionalism and care, and assisting with enquiries, reservations, and resort information. You will connect guests with departments, manage wake-up calls and messages, provide clear information about facilities and experiences, and ensure timely follow-up to exceed expectations.

Requirements include at least 2 years in guest services or front office, excellent English, strong