Guest Service Center Agent

About the role

NH Collection Dubai The Palm, part of Minor Hotels, is looking for a Guest Service Center Agent to provide efficient, professional and personalised assistance to guests by telephone and other communication channels. Requests and inquiries must be 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 and ensure appropriate follow-up.
• Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage and other departments.
• Record and track guest requests accurately so they are completed on time.
• Provide accurate information on hotel facilities, services, restaurants, opening hours and promotions.
• Handle wake-up calls, messages and other guest communication needs, and assist with internal and external calls, transferring them correctly when required.
• Follow up with guests to confirm their requests were completed to their satisfaction.
• Recognise and escalate urgent or sensitive concerns to the supervisor or manager, while keeping guest information confidential.
• Maintain excellent telephone etiquette and support the Front Office team in delivering a seamless guest experience.

Required profile

• Previous experience in Guest Services, Front Office, Telephone Operator or a similar hotel role is preferred.
• Fluent English; additional languages are an advantage.
• Flexible to work shifts, weekends and public holidays.

Required skills

• Excellent telephone etiquette and communication skills.
• Strong customer service and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Good computer skills; knowledge of hotel systems is an advantage.