Guest Service Center Agent

Role Overview

Guest Service Center Agent at NH Collection Dubai The Palm, located in Dubai. NH Collection Hotels & Resorts operates captivating hotels in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond, welcoming business travellers, friends, and couples seeking premium service centred on wellbeing, gastronomy, culture, and indulgence.

Role Purpose

Provide efficient, professional, and personalized assistance to guests through telephone and other communication channels, ensuring all requests and inquiries are handled promptly and in line with NH Collection service standards.

Key Responsibilities

Guest Communication

• Answer all incoming guest calls promptly, professionally, and courteously.
• Handle wake-up calls, messages, and other guest communication requirements.
• Assist with internal and external telephone calls and correctly transfer calls when required.
• Maintain excellent telephone etiquette and communication standards at all times.

Guest Inquiries & Requests

• Handle guest inquiries, requests, and complaints and ensure appropriate follow-up.
• Provide accurate information about hotel facilities, services, restaurants, operating hours, and promotions.
• Follow up with guests to ensure requests have been completed to their satisfaction.

Departmental Coordination

• Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage, and other departments.
• Record and track guest requests accurately to ensure timely completion.

Issue Management

• Recognize and escalate urgent or sensitive guest concerns to the appropriate supervisor or manager.
• Maintain guest confidentiality and handle all information professionally.

Team Support

• Support the Front Office team in delivering a seamless and memorable guest experience.

Qualifications & Experience

• Previous experience in Guest Services, Front Office, Telephone Operator, or a similar hotel role is preferred.
• Excellent telephone etiquette and communication skills.
• Strong customer service 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 an advantage.

Additional Information

• Flexible to work shifts, weekends, and public holidays.