Guest Services Agent

Role Overview

This full-time, non-management position is based in Dubai, United Arab Emirates, and supports guest communication and service delivery within a hospitality environment.

Core Purpose of the Role

The role focuses on handling guest inquiries and requests across telephone, email, chat, and mobile channels. It also involves managing switchboard operations, relaying messages accurately, coordinating with other hotel departments, and ensuring guest needs are addressed promptly and professionally.

Key Duties

In this position, you will provide a smooth guest communication experience and help maintain high service standards throughout the property.

• Respond to guest questions, requests, and concerns through phone, email, chat, and mobile devices.
• Operate the telephone switchboard, including wake-up call handling and call routing to the correct extension.
• Record and pass on messages with accuracy and urgency.
• Enter guest requests or service issues into the system and coordinate with relevant teams such as housekeeping or bell service.
• Track guest issues through to resolution and follow up to confirm satisfaction.
• Share information about room amenities, hotel facilities, and nearby points of interest.
• May take room service orders, assist with menu-related questions, and enter transactions in the point-of-sale system.
• Help guests connect to internet services and in-room entertainment systems.

Work Standards and Expectations

The job requires strict adherence to company policies, confidentiality rules, appearance standards, and service etiquette. Teamwork, clear communication, and a guest-first mindset are essential. The role may require extended periods of standing, sitting, or walking during a shift, and the ability to move light items up to 10 pounds without assistance.

Preferred Qualifications

A high school diploma or GED equivalent is preferred. No prior work experience is required, and no supervisory experience or certification is needed.

About the Employer

The employer is committed to equal opportunity and values a diverse workforce. The brand emphasizes curiosity, innovation, and exceptional guest experiences, with a service philosophy centered on anticipating and fulfilling guest passions.

Additional Information

Job Number: 26076985

Job Category: Rooms & Guest Services Operations

Location: West Crescent, Dubai, United Arab Emirates

Schedule: Full Time

Remote Work: No

Position Type: Non-Management

Job Function: Hospitality & Guest Services

Industry: Hospitality

Company Website: www.whotels.com/theangle

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