Service One Agent

Merex Investment Group; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hospitality company in the United Arab Emirates is looking for a Service One Agent to join their team. This role involves managing calls and guest inquiries while providing exceptional service in a five-star environment. Ideal candidates should have at least 1-2 years of experience and a high school diploma. The company offers a supportive work environment along with comprehensive benefits and opportunities for personal development.

Benefits

Access to Learning & Development programmes

Colleague discounts on food and hotel stays

Comprehensive healthcare and life insurance

Performance-based incentives

Paid annual leave entitlement

Competitive tax-free salary

Qualifications

• Minimum of 1–2 years’ experience in a five-star hotel environment or similar.
• Experience with handling calls, emails, and guest inquiries.
• Ability to respond to emergencies and ensure guest satisfaction.

Responsibilities

• Handle all internal and external calls in a professional manner.
• Deliver exceptional guest service and follow up on guest satisfaction.
• Manage operational communication tasks and maintain accurate reports.

Skills

Professional communication

Guest service

Operational communication

Education

High School Diploma or equivalent

Job description

Service One Agent - Telecommunication - Madinat Jumeirah

United Arab Emirates

Job Description

About Jumeirah

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates a portfolio of 31 exceptional properties across 13 countries in the Middle East, Europe, Asia, and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and since then the brand has become known for its distinguished beachfront resorts, esteemed city hotels, and exclusive branded residences. Jumeirah is synonymous with Arabian luxury hospitality and the ability to craft distinctive, purposeful experiences for the world’s most discerning travellers.

About Madinat Jumeirah

Set along a two-kilometre stretch of private coastline, Madinat Jumeirah is a beachfront resort comprising four distinctive hotels. Each offers uninterrupted views of the Arabian Gulf and the iconic Jumeirah Burj Al Arab, with experiences ranging from the contemporary elegance of Jumeirah Al Naseem to the majestic Arabesque charm of Jumeirah Al Qasr. Guests can also enjoy the serene waterfront setting of Jumeirah Mina Al Salam and the secluded Arabian houses of Jumeirah Dar Al Masyaf. Together, they form a one‑of‑a‑kind destination rooted in Arabian luxury hospitality. The resort features over 20 curated restaurants and lounges, the traditional Souk Madinat Jumeirah, dedicated kids’ clubs and some of the region’s most versatile event and conference spaces.

About the Job

An exciting opportunity has arisen for a Service One Agent to join Madinat Jumeirah Resort. The main duties and responsibilities of this role include:

Handle all internal and external calls as a priority, answering promptly in a warm, courteous, and professional manner using standardized English and approved phrases; efficiently manage calls, emails, faxes, inquiries, complaints, and requests through Service One.

Deliver exceptional guest service, exceeding expectations by assisting with requests, directing calls appropriately, acknowledging special occasions, wishing guests on departure, and consistently following up to ensure guest satisfaction.

Manage operational communication tasks, including wake‑up calls, messages for in‑house and expected guests, telephone programming, system monitoring, and reporting faults to management while ensuring accurate records and smooth shift handovers.

Respond effectively to emergencies and service recovery situations, addressing requests promptly, escalating guest satisfaction concerns immediately, and following hotel fire, safety, and emergency procedures.

Maintain accurate reporting and system updates, including Service One and HotSOS entries, guest lists, information boards, daily briefings, and daily/monthly reports, ensuring all data is current and precise.

Support team performance and departmental standards, assisting and training new colleagues, maintaining grooming and professional conduct, contributing to upselling and revenue generation, and complying with all hotel policies, health and safety standards, and brand guidelines.

About You

The ideal candidate for this position will have the following experience and qualifications:

Regular interaction with Front Office, Housekeeping, Food & Beverage, Human Resources, and Security to ensure seamless operations and guest satisfaction.

Professional communication with guests and visitors, as well as coordination with travel agents, tour operators, suppliers, and vendors.

High School Diploma or equivalent is essential.

Minimum of 1–2 years’ experience in a five‑star hotel environment or a similar luxury hospitality setting.

About the Benefits

At Jumeirah, we are dedicated to fostering a workplace where colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development.

Benefits include:

• Supportive and inclusive work environment
• Access to Learning & Development programmes and clear career pathways
• Opportunities for internal mobility within our global network
• Colleague discounts on food, beverage, and hotel stays worldwide
• Comprehensive healthcare and life insurance coverage
• Paid annual leave entitlement
• Performance‑based incentives tailored to your role
• Competitive tax‑free salary paid in UAE Dirhams (AED)