Service One Agent

Jumeirah Group - Other locations; United Arab Emirates; On-site; AED 60,000 - 75,000; Full time

Job summary

A luxury hospitality group in the United Arab Emirates is seeking a Service One Agent for Madinat Jumeirah Resort. This role encompasses handling guest calls, providing exceptional service, managing operational communications, responding to emergencies, and maintaining accurate reporting. The ideal candidate should possess a High School Diploma and have 1–2 years of experience in a luxury setting, alongside professional communication skills. The position offers competitive, tax-free compensation in AED and a supportive work environment.

Benefits

Supportive work environment

Access to Learning & Development programmes

Colleague discounts on food and beverage

Comprehensive healthcare and life insurance

Paid annual leave

Qualifications

• Minimum of 1–2 years’ experience in a five-star hotel environment or a similar luxury hospitality setting.
• Regular interaction with Front Office, Housekeeping, Food & Beverage, Human Resources, and Security.

Responsibilities

• Handle all internal and external calls as a priority, answering promptly and professionally.
• Deliver exceptional guest service to exceed expectations.
• Manage operational communication tasks for in-house guests.
• Respond effectively to emergencies while following safety procedures.
• Maintain accurate reporting and system updates related to guest services.
• Support team performance and comply with hotel policies.

Skills

Professional communication with guests

Team collaboration

Problem-solving

Education

High School Diploma

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)