Guest Service Center Agent

About the role

Join NH Collection Dubai The Palm as a Guest Service Center Agent, providing efficient, professional, and personalized assistance to guests through telephone and other communication channels. You will be the first point of contact, ensuring every request and inquiry is handled promptly and in line with the brand’s high service standards.

Key responsibilities

• Answer all incoming guest calls promptly, professionally, and courteously.
• Handle guest inquiries, requests, and complaints, ensuring appropriate follow‑up and escalation when needed.
• 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 correctly transfer calls when required.
• Follow up with guests to confirm satisfaction and maintain confidentiality of all guest information.

Required profile

• Previous experience in Guest Services, Front Office, Telephone Operator, or a similar hotel role is preferred.
• Excellent telephone etiquette, communication, and problem‑solving skills.
• Ability to multitask and work effectively in a fast‑paced environment.
• Good computer skills; knowledge of hotel systems is an advantage.
• Fluent in English; additional languages are a plus.
• Flexible to work shifts, weekends, and public holidays.