Service Experience Agent

Bulgari Hotels and Resorts; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hospitality brand is seeking a Guest Service Associate for its Dubai location. The role involves answering guest requests and inquiries via phone, email, and in-person. Candidates should possess a high school diploma, effective communication skills, and a dedication to providing exceptional service. Join a diverse team at a recognized hotel brand and be part of a culture that values guest satisfaction and professionalism.

Qualifications

• Clear and professional communication skills with guests.
• Ability to operate a telephone switchboard and point-of-sale system.
• Strong dedication to guest satisfaction and service excellence.

Responsibilities

• Answer and process guest requests via various communication channels.
• Provide information about room features and local amenities.
• Log guest requests and ensure timely follow-up.

Skills

Clear communication

Customer service

Problem solving

Education

High school diploma or G.E.D. equivalent

Job description

POSITION SUMMARY

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake‑up calls, and connect and direct calls to the appropriate extension.

Receive, record, and relay messages accurately. Log all guest requests or issues into a computer, contact the appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guests to ensure their request has been resolved to their satisfaction.

Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection, and record transactions in the point‑of‑sale system. Assist guests with accessing internet and guest‑room entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships, support the team to reach common goals, and comply with quality assurance expectations and standards.

Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or any basis protected by applicable law.

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.