Guest Service Centre Agent-2
Role Overview
The Guest Service Centre Agent handles guest calls, requests, and inquiries professionally and efficiently.
The role connects guests with hotel departments and supports prompt, accurate service in line with luxury standards.
Key Skills for This Role
Full Job Posting
Job location
- Avani Palm View Dubai Hotel & Suites.
Role overview
The Guest Service Centre Agent handles guest calls, requests, and inquiries professionally and efficiently.
The role connects guests with hotel departments and supports prompt, accurate service in line with luxury standards.
Responsibilities
- Answer internal and external calls promptly using hotel telephone etiquette.
- Handle guest inquiries, requests, and concerns with care and personalized service.
- Share accurate information about hotel facilities, services, operating hours, and local attractions.
- Coordinate requests with Housekeeping, Engineering, Food & Beverage, and other departments.
- Handle room-service requests and route calls to the appropriate department.
- Record, monitor, and follow up on guest requests and complaints until resolved.
- Arrange wake-up calls, transportation, and other guest services.
- Deliver incoming messages accurately and on time.
- Maintain guest-interaction records and service follow-ups in the hotel system.
- Handle complaints calmly and escalate unresolved concerns to the supervisor.
- Support Front Office inquiries and operational needs.
- Protect guest information, stay current on hotel operations, and follow service, telephone, emergency, and safety procedures.
About Avani
Avani describes its hospitality approach as balancing design, function, service, and privacy.
The brand operates hotels and resorts across Europe, the Middle East, Asia, Africa, and Australia.
Requirements
- Handle guest calls, requests, and inquiries in a friendly, professional, and efficient manner.
- Communicate effectively and coordinate smoothly with hotel departments and colleagues.
- Maintain confidentiality of guest information in accordance with hotel privacy policies.
- Follow hotel service standards, telephone procedures, emergency protocols, and safety guidelines.
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