Service Hub Agent
Role Overview
The Service Hub Agent handles hotel calls, provides accurate information to guests and colleagues, and maintains professional telephone service.
Key Skills for This Role
Full Job Posting
Job Purpose
The Service Hub Agent handles hotel calls, provides accurate information to guests and colleagues, and maintains professional telephone service.
Call and Guest Support
- Answer incoming internal and external calls in a friendly, caring manner according to hotel standards.
- Provide accurate information about hotel departments, services, outlets, facilities, operating hours, and Dubai attractions.
- Maintain knowledge of hotel activities and operations to assist guests and colleagues.
- Arrange and complete wake-up calls accurately and punctually.
Records and Safety
- Maintain the VIP board with relevant in-house guest information and keep the internal telephone directory up to date.
- Maintain a shift logbook with relevant guest comments and information for effective communication.
- Follow fire prevention, health, and safety procedures and immediately report emergency calls or situations.
- Maintain confidentiality and professionalism when handling guest and hotel information.
Qualifications and Experience
- At least 2 years as a switchboard/telephone operator in a five-star Middle East hotel, or experience in a Communication Centre position.
- Clear, calm, friendly, and courteous telephone manner.
- Good understanding of Front Office and hotel operations.
- Strong communication and interpersonal skills.
- Proficient in Microsoft Office and related applications.
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