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Guest Service Center Agent

Abu Dhabi, United Arab Emirates, Abu Z¸aby [Abu Dhabi], United Arab Emirates

Guest Service Center Agent

  • Abu Dhabi, United Arab Emirates
  • Rooms Division
  • Full time


  • Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Emirates Palace standards.
  • Write down messages accurately for our guests and deliver messages in a timely manner.
  • Handle guests' requests for DND (Do Not Disturb) and confidential status. 
  • Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
  • Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle.  It may be providing information or assistance to make an outside call or handling a complaint, etc.  
  • In case of emergency, handles all communications for the hotel whilst serving as the communication center.  
  • Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial).  Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
  • Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
  • In case of emergency, handle all communications for the hotel whilst serving as the communication center.  
  • Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge. 
  • Maintain the neatness of their working area at all time.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Skills & Qualifications:

    • Flexibility to respond to a variety of different work situations
    • Ability to work on your own and as part of a team
    • At least 1 years’ experience in similar positions and customer service is preferred
    • Positive attitude and good communication skills
    • Commitment to delivering a high level of customer service
    • Previous working experience in the Middle East is an advantage
    • Excellent communication skills
    • Good verbal and written communication in English
    • Knowledge of spoken and written Arabic is a great advantage
    • Ability to follow up and complete tasks according to plan


Closing date: Apr 28, 2021

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