Guest Service Center Agent

About the role

We are looking for a Guest Service Center Agent to join the NH Collection Dubai The Palm team. In this role you will provide efficient, professional and personalized assistance to guests via telephone and other communication channels, ensuring their requests are handled promptly and in line with NH Collection service standards.

Key responsibilities

• Answer all incoming guest calls promptly, professionally and courteously.
• Handle guest inquiries, requests and complaints, ensuring appropriate follow‑up.
• Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage and other departments.
• Record and track guest requests accurately to guarantee timely completion.
• Provide accurate information about hotel facilities, services, restaurants, operating hours and promotions.
• Manage wake‑up calls, messages and other guest communication requirements.
• Assist with internal and external telephone calls and transfer calls correctly when required.
• Follow up with guests to confirm satisfaction and escalate urgent issues to a supervisor or manager.

Required profile

• Previous experience in Guest Services, Front Office, Telephone Operator or a similar hotel role.
• Excellent telephone etiquette and communication skills.
• Strong customer service and problem‑solving abilities.
• Ability to multitask in a fast‑paced environment.
• Good computer skills; knowledge of hotel systems is an advantage.

Required skills

• Knowledge of hotel systems
• Computer skills