Guest Service Centre Agent

About the role

The Guest Service Centre Agent is the primary point of contact for guests calling or requesting assistance at Avani Palm View Dubai Hotel & Suites. You will deliver friendly, professional service while coordinating with multiple hotel departments to ensure a seamless guest experience.

Key responsibilities

• Answer incoming internal and external calls promptly, following hotel telephone etiquette.
• Handle guest inquiries, requests, and concerns, providing accurate information about hotel facilities, services, operating hours, and local attractions.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure timely service.
• Record, monitor, and follow up on guest requests and complaints until resolved, escalating when necessary.
• Assist guests with wake‑up calls, transportation arrangements, room service requests, and other service needs.
• Maintain accurate records of guest interactions in the hotel system and ensure confidentiality in line with privacy policies.
• Support the Front Office team with guest‑related inquiries and operational requirements.