Guest Communications Agent Job In Dubai

The Guest Communications Agent is responsible for the overall guest satisfaction by greeting guests with a warm, sincere voice and recognizing and anticipating individual guest needs while ensuring a complete follow up. The Guest Communications Agent will assist our guests and colleagues in emergency situation by distributing our emails, alerts, and messages in timely manner.

Responsibilities:

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• Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
• Greet all callers with warm and sincere greeting.
• To carry out wake-up call procedures to perfection and maintain accurate and appropriate records
• To take and retrieve messages, both in Voicemail, in the appropriate manner.
• To be able to take messages in writing and ensuring delivery.
• To maintain a good working relationship with all departments
• To make sure to assist all departments’ calls when they revert to the board.
• Assist Reservations, Restaurant Department, Front Office and Room Service when needed but especially overnight
• Anticipate and recognize individual guest needs.
• Able to think clearly, quickly, maintain concentration, and composure to make conscious decisions.
• Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
• Pass on requests in a timely and accurate manner to appropriate colleagues.
• Communicate with security as necessary in the event of an emergency.
• Document all guest requests, complaints or problems immediately and notify designated department/ personnel for resolving the situation.