Guest Service Agent

About the role

The Guest Service Agent works at Hyde Hotel Dubai, a five‑star property in the heart of Business Bay. You will be the primary point of contact for guests calling the hotel, ensuring every interaction is handled with professionalism and care.

Key responsibilities

• Process all incoming and outgoing calls accurately and courteously.
• Maintain smooth internal telecommunication in line with Raffles standards.
• Record and control wake‑up calls.
• Assist guests with international calls and directory queries.
• Address guests by name whenever possible.
• Page staff members on request.
• Uphold guest privacy principles.
• Handle guest requests promptly and report complaints to the Telephone Supervisor.
• Bill call costs.
• Stay familiar with local telephone listings and frequently dialed numbers.
• Follow emergency procedures for fire, bomb scare, and other critical situations.
• Report switchboard equipment defects to the Supervisor.
• Maintain a clean work environment.
• Know the hotel’s fire, life and safety system in detail.
• Adhere to OH&S policies and procedures.

Required profile

• Process calls accurately and courteously.
• Address guests by name whenever possible.
• Respect guest privacy at all times.
• Promptly handle guest requests and complaints.
• Maintain a clean and orderly workspace.

Required skills

• Telephone switchboard operation.
• Knowledge of local telephone listings.
• Familiarity with fire, life and safety systems.
• Compliance with occupational health and safety (OH&S) procedures.