Guest Service Centre Agent-2

Role Overview

Guest Service Centre Agent-2 at Avani Palm View Dubai Hotel & Suites, located in Dubai.

Company Overview

Avani is a hotel and resort brand with a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia. The brand is built around finding balance between cool and kind, design and function, service and privacy. Avani operates vibrant social spaces, stylish rooms, and locally inspired food offerings, underpinned by an upbeat service culture that respects the art of hospitality.

Role Purpose

The Guest Service Centre Agent handles guest calls, requests, and inquiries in a friendly, professional, and efficient manner. The role serves as a key point of contact between guests and hotel departments, ensuring requests are handled promptly and accurately while delivering a seamless guest experience in line with the hotel's luxury service standards.

Key Responsibilities

Guest Communication & Service

• Answer incoming internal and external calls promptly, professionally, and according to hotel telephone etiquette standards.
• Handle guest inquiries, requests, and concerns with care, ensuring a positive and personalized experience.
• Provide accurate information about hotel facilities, services, operating hours, and local attractions.
• Assist guests with wake-up calls, transportation arrangements, and other service requests.
• Manage incoming messages and ensure they are delivered accurately and on time.

Departmental Coordination

• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure timely service.
• Handle room service requests and transfer calls to the appropriate department when required.
• Support the Front Office team with guest-related inquiries and operational requirements.
• Communicate effectively with colleagues to ensure smooth coordination between departments.

Record-Keeping & Follow-Up

• Record, monitor, and follow up on guest requests and complaints until they are resolved.
• Maintain accurate records of guest interactions, requests, and service follow-ups in the hotel system.

Complaint Management & Escalation

• Handle guest complaints calmly and professionally, escalating unresolved concerns to the supervisor.

Compliance & Standards

• Ensure guest information is handled confidentially and in accordance with hotel privacy policies.
• Stay updated on hotel promotions, events, facilities, and daily operational information.
• Follow hotel service standards, telephone procedures, emergency protocols, and safety guidelines.

Additional Duties

• Perform other duties assigned by the Guest Service Centre Supervisor or Front Office Manager.