Service Hub Agent

Paramount Hotel Dubai; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Job summary

Paramount Hotels Dubai is seeking an experienced Switchboard/Telephone Operator to manage all incoming calls with courtesy and professionalism. You will provide detailed hotel information and assist guests and colleagues with timely responses.

The role requires strong communication, a calm and friendly telephone manner, and solid knowledge of Front Office operations. Proficiency in Microsoft Office is preferred, and a focus on guest satisfaction is essential.

Qualifications

• Minimum 2 years of Switchboard/Telephone Operator experience in a 5-star hotel in the Middle East.
• Clear, calm, friendly telephone manner.
• Good understanding of Front Office and hotel operations.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office applications.

Responsibilities

• Answer all incoming calls from outside or within the hotel in a friendly, caring manner according to Paramount Hotel standards.
• Provide accurate information about hotel facilities, services, outlets, hours, and Dubai attractions.
• Handle internal and external calls efficiently and courteously, maintaining a high standard of telephone service.
• Maintain knowledge of hotel activities to provide accurate information to guests and colleagues.
• Ensure wake-up calls are arranged and completed accurately and punctually.
• Keep VIP board and internal/employee directory up to date.

Skills

Telephone etiquette

Front Office operations

Communication skills

Microsoft Office

Tools

Microsoft Office

Job description

Hey there!

Are you one of those creative minds A character, a storyteller

Do you want to be part of a globally recognized brand that has been entertaining for over 100 years

Join the audition and start scripting your own story at Paramount Hotels Dubai!

Job Purpose:

• Responsible for answering all incoming calls originating from outside or within the hotel in a friendly and caring manner accordingly to the Paramount Hotel standards
• Provide accurate information about the hotel, including departments, services, outlets, facilities, operating hours, and Dubai attractions.
• Handle all internal and external calls efficiently and courteously, ensuring a consistently high standard of telephone service.
• Maintain comprehensive knowledge of hotel activities and operations to provide accurate information to guests and colleagues.
• Ensure all wake-up calls are arranged and completed accurately and punctually.
• Maintain and regularly update the VIP board with relevant in-house guest information.
• Maintain an accurate and up-to-date internal and employee telephone directory.
• Maintain a shift logbook and record relevant guest comments and information for effective communication.
• Maintain a helpful, friendly, and positive attitude toward guests and colleagues at all times.
• Follow all fire prevention, health, and safety regulations and procedures.
• Immediately report emergency calls and situations to the appropriate management team.
• Maintain confidentiality and professionalism when handling guest and hotel information.

Qualifications & Experience:

• Minimum 2 years of experience in a Switchboard/Telephone Operator role within a 5-star hotel in the Middle East, or in a Communication Centre position.
• Clear, calm, friendly, and courteous telephone manner.
• Good understanding of Front Office and hotel operations.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office and related applications.