Service Center Agent

Dusit Thani Mactan Cebu; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel in Abu Dhabi is seeking a Service Center Agent to handle calls, ensure high-quality guest service, and maintain call center operations. The ideal candidate will have a Bachelor's degree in Hotel Management, at least one year of call center experience, and excellent English communication skills. This role emphasizes professionalism, interpersonal skills, and adherence to hotel standards in guest relations and service procedures.

Qualifications

• Minimum of 1 year in call center experience, preferably in hospitality.
• Knowledgeable in call center operations and related technical aspects.

Responsibilities

• Handle all calls from outside the hotel and coordinate internal calls.
• Ensure tasks are correct, timely, and of high quality.
• Maintain guest service standard and professional presentation.

Skills

Excellent English communication skills

Interpersonal skills

Knowledge of call center operations

Education

Bachelor degree in Hotel Management

Job description

Responsibilities

• Guest Service Responsibilities: The Service Center Agent handles all calls from outside the hotel and coordinates internal calls in a central area. Ensure all tasks are procedurally correct, timely, and of consistently high quality. Maintain a warm, friendly guest service standard and a strong first impression of the hotel through professional personal presentation and telephone manner. Follow up quickly and efficiently on guest requests as directed by the supervisor. Transfer calls to the right person with proper introductions and have all hotel extensions known by heart for efficiency. Respect guest privacy and confidentiality of information; do not transmit guest names or history information. Ensure wake-up calls are performed at the exact time following established procedures. Take guest messages accurately and confirm that guests have received the message with full information. Strive to answer all calls within three rings and handle holds politely when required. Maintain knowledge of Sofitel So Bangkok guests, especially VIPs, and, when possible, mention their names on the phone.
• Technical Responsibilities: Keep the Service Centre Room tidy at all times. Demonstrate F&B knowledge: maintain up-to-date knowledge of hotel outlets and menus, know daily dishes, and be familiar with the Room Service menu and its characteristics. Gather complete Room Service details, ask accurate questions, record everything in a logbook, and ensure timely delivery with reconfirmation to the guest. Follow up on housekeeping requests, recording full details in the logbook and reconfirming proper follow-up with the guest. Be attentive to information from supervisor briefings, participate actively in discussions, and report problems or questions to the supervisor. Read and update the Service Center Agent logbook at the start of the shift and keep it current. Ensure end-of-shift handovers to the next shift cover activity and pending issues. Adhere to security procedures and be able to act accurately when required. Ensure that all hotel standards and procedures are consistently followed.
• Other Responsibilities: Engage in continuous learning through personal development plans and perform any other duties as assigned by the superior.

Accountabilities

• Represents the Dusit brand and its values at all times by building relationships and delivering an exceptional guest experience rooted in Thai graciousness.

Company Culture

• Align with and promote the company culture (Vision, Mission, Values). Lead by example and cascade these principles to subordinates. Be proud to belong and contribute.

confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data, both hard copy and electronic. Adhere to hotel information and email policies. Keep hotel, customer, and staff information confidential during and after employment.

Job Requirements

• Bachelor degree in Hotel Management or a relevant discipline
• Minimum of 1 year in call center experience, preferably in hospitality
• Knowledgeable in call center operations and related technical aspects
• Excellent English communication skills (written and spoken); professional disposition with strong interpersonal skills