Guest Service Centre Agent - 2

About the role

The Guest Service Centre Agent at Avani Palm View Dubai Hotel & Suites handles guest calls, requests and inquiries in a friendly, professional and efficient way. The role is a key point of contact between guests and hotel departments, ensuring requests are handled promptly and accurately while meeting the hotel's luxury service standards.

Key responsibilities

• Answer internal and external calls promptly and according to hotel telephone etiquette.
• Handle guest inquiries, requests and concerns, giving accurate information on facilities, services, hours and local attractions.
• Coordinate requests with Housekeeping, Engineering, Food & Beverage and other departments, and handle room service requests.
• Record, monitor and follow up on requests and complaints until resolved, and manage incoming messages.
• Assist guests with wake-up calls, transportation and other service requests.
• Maintain records of guest interactions and follow-ups in the hotel system, keeping guest information confidential.
• Handle complaints calmly, escalate unresolved ones to the supervisor, and support the Front Office team.
• Stay updated on promotions, events and operations, and follow service standards, emergency protocols and safety guidelines.
• Perform other duties assigned by the Guest Service Centre Supervisor or Front Office Manager.