Cluster Guest Service Operator

About the role

Banyan Tree Dubai is looking for a Cluster Guest Service Operator to act as a welcoming voice for guests at Banyan Tree Dubai and Delano Dubai. You will handle calls, enquiries and requests with warmth, accuracy and efficiency, working across both hotels and connecting guests to the right support.

Key responsibilities

• Answer internal and external calls promptly, using the appropriate greeting and service standards for each hotel.
• Provide accurate information on hotel facilities, services, dining and local attractions, and arrange wake-up calls and messages accurately and on time.
• Record guest requests, coordinate them with the relevant department and follow up until needs are met.
• Respond calmly to concerns, escalate issues to the appropriate supervisor or manager and keep clear handover notes between shifts.
• Direct calls and requests to the correct property and team, and keep up to date on each hotel's facilities, hours, promotions and events.
• Work closely with Front Office, Housekeeping, Engineering, Food & Beverage and other departments, supporting colleagues during busy periods.
• Use telephone, property management and guest request systems accurately, protect guest information and follow confidentiality procedures.
• Follow emergency call procedures, report technical issues and maintain accurate operational records.

Required profile

• Previous experience in hotel telephone operations, guest services, reservations or a similar customer service role is preferred.
• Experience in a luxury or lifestyle hotel environment is an advantage.
• Clear spoken and written English; additional languages are an advantage.
• Flexible to work shifts, including nights, weekends and public holidays.

Required skills

• Familiarity with Opera or a similar property management system, telephone systems and guest request platforms is desirable.
• Strong listening and interpersonal skills, good attention to detail and ability to manage multiple requests.

What we offer

• A competitive package and plenty of development opportunities.
• The chance to join an international, fast-growing group building new hotels and exploring new locations.