Guest Service Center Agent

Role Overview

Guest Service Center Agent at Minor International, located at Dukes The Palm Dubai Hotel.

Company Overview

The Colbert Collection is a curated hospitality group inspired by the spirit of Parisian boulevard cafés and the original Colbert bistro. United by a shared sensibility rather than style or geography, each hotel captures distinct character and creates moments that stir emotion, awaken curiosity, and remain memorable long after guests depart.

Role Purpose

To provide professional and customer-focused service to guests, ensuring their stay becomes a memorable experience through welcoming presence, attentive communication, and seamless coordination of guest needs.

Key Responsibilities

Guest Service & Experience

• Welcome and acknowledge all guests according to company standards
• Anticipate and address guest service needs
• Thank guests with genuine appreciation
• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities

Communications & Switchboard Operations

• Operate telephone switchboard station to answer telephone calls and monitor busy or unanswered lines
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
• Answer, record, and process all guest calls, messages, requests, questions, or concerns
• Handle all hotel communications and serve as the communication center in case of emergency

Problem Resolution & Follow-up

• Contact the appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest calls, requests, or problems
• Follow up with guests to ensure their requests or problems have been met to their satisfaction

Documentation & Administration

• Review shift logs and daily memo books
• Document pertinent information in logbooks
• Maintain the neatness of their working area at all times

Team & Collaboration

• Develop and maintain positive working relationships with others
• Support the team to reach common goals

Qualifications & Experience

• Previous experience in a large hotel with at least 500 keys in a luxury property required
• Proven work experience as a Guest Service Center Agent
• Pre-opening experience is an advantage

Skills & Competencies

• Opera experience
• Active listening and effective communication skills
• Strong organizational and multitasking skills
• Ability to perform well in a fast-paced environment

Additional Information

• Flexibility to work in shifts required