Service Hub Agent

Paramount Hotel Dubai; Dubai; On-site; AED 39,000 - 61,000; Full time

Job summary

Paramount Hotel Dubai is seeking a courteous Switchboard/Telephone Operator to deliver exceptional guest service by answering calls, providing accurate hotel information, and supporting front office operations.

You will maintain VIP and employee directories, handle wake‑up calls, and ensure safety procedures while upholding confidentiality and a positive attitude.

Qualifications

• Minimum 2 years of experience in a Switchboard/Telephone Operator role within a 5-star hotel in the Middle East.
• 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.

Responsibilities

• Answer all incoming calls originating from outside or within the hotel in a friendly and caring manner.
• Provide accurate information about the hotel, including departments, services, outlets, facilities, operating hours, and Dubai attractions.
• Handle internal and external calls efficiently and courteously, ensuring 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.
• Maintain VIP board with relevant in-house guest information.
• Maintain an accurate internal and employee telephone directory.
• Maintain a shift logbook and record guest comments and information for effective communication.
• Maintain a helpful, friendly attitude toward guests and colleagues at all times.
• Follow all fire prevention, health, and safety regulations and procedures.
• Report emergency calls and situations to the management team.
• Maintain confidentiality and professionalism when handling guest and hotel information.

Skills

Telephone etiquette

Communication skills

Interpersonal skills

Front Office operations knowledge

Tools

Microsoft Office

Job description

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.