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 facilities, services, dining and local attractions, and arrange wake-up calls and messages
• Record guest requests, coordinate them with the relevant department, follow up and escalate concerns to supervisors or managers
• Maintain clear handover notes so service is consistent across shifts
• Direct calls and requests to the correct property and team, and keep up to date on facilities, hours, promotions and events
• Work with Front Office, Housekeeping, Engineering and Food & Beverage, and support colleagues during busy periods
• Use telephone, property management and guest request systems accurately, protect guest information and follow emergency call procedures

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 is an advantage
• Clear spoken and written English; additional languages are an advantage
• Warm telephone manner, good listening and interpersonal skills, and ability to manage several requests at once
• 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
• Confidence with digital systems and ability to learn new platforms

What we offer

• A competitive package and plenty of development opportunities
• The chance to join an international, fast-growing group with many new hotels in the pipeline