Guest Service Centre Agent-2
Role Overview
The Guest Service Centre Agent handles guest calls, requests, and inquiries and coordinates with hotel departments to deliver timely service in line with hotel standards.
Key Skills for This Role
Full Job Posting
Job location
- The role is based at Avani Palm View Dubai Hotel & Suites.
About Avani
Avani describes its hotels and resorts as balancing service, privacy, and locally inspired guest experiences, with a growing international portfolio.
Role overview
The Guest Service Centre Agent handles guest calls, requests, and inquiries and coordinates with hotel departments to deliver timely service in line with hotel standards.
Role responsibilities
- Answer internal and external calls using professional hotel telephone etiquette.
- Handle guest inquiries, requests, and concerns; provide information about hotel facilities, services, hours, and local attractions.
- Coordinate requests with Housekeeping, Engineering, Food & Beverage, and other departments.
- Handle room-service calls, wake-up calls, transportation arrangements, and incoming messages.
- Record and follow up on requests and complaints until resolved; escalate unresolved concerns.
- Support the Front Office team and stay informed about hotel promotions, events, facilities, and operations.
- Protect guest information and follow service, telephone, emergency, and safety procedures.
Requirements
- Handle guest calls, requests, and inquiries in a friendly, professional, and efficient manner.
- Maintain guest confidentiality and follow hotel privacy policies.
- Follow hotel service standards, telephone procedures, emergency protocols, and safety guidelines.
- Communicate effectively with colleagues to coordinate between departments.
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