Guest Services Center Agent

Job Location:

Oaks Ibn Battuta Gate Hotel Dubai

At Oaks, we’ve got over 55 destinations across Australia, New Zealand, Asia and beyond — and we’re always ready to be explored, experienced, or turned into something unexpected. You’ll find us right where the action is: vibrant teams, a workplace culture that doesn’t take itself too seriously, and real room to grow.

Whether it’s a city stopover or a beachside resort, every Oaks property runs on the energy of people who genuinely enjoy what they do. If you want to work somewhere with personality, purpose, and the kind of team that ends up in the same group chat — there’s an Oaks with your name on it.

• Handle all incoming and outgoing calls, both internal and external, promptly and professionally in accordance with Oaks service standards.
• Provide accurate information about hotel services, facilities, promotions, and operating hours to guests and colleagues.
• Record all guest requests, inquiries, and complaints accurately in Opera PMS or the service tracking system and ensure timely follow-up until completion.
• Coordinate with relevant departments such as Housekeeping, Engineering, and Food & Beverage to ensure prompt and efficient service delivery.
• Handle wake-up calls, ensure accuracy of details, and complete calls on time.
• Maintain effective communication between departments and ensure smooth daily operation.
• Respond to guest complaints courteously, take ownership of the issue, and ensure proper resolution or escalation when required.
• Assist with lost and found inquiries and ensure correct documentation and coordination with Housekeeping.
• Manage emergency calls by following hotel procedures and maintaining calm, clear communication.
• Uphold guest privacy and confidentiality at all times.
• Maintain updated knowledge of hotel information, events, and local attractions to assist guests effectively.
• Ensure professional telephone etiquette, clear speech, and a friendly tone in all communications.
• Support Front Office operations when required and ensure seamless coordination with other team members.
• Attend training sessions and team briefings to maintain product knowledge and service standards.
• Adhere to grooming standards and represent the hotel professionally at all times.
  
  

• Fluent in English
• Excellent communication and interpersonal skills
• Ability to multitask and solve problems in a fast-paced environment
• Flexible to work various shifts, including weekends and holidays
• High school diploma or equivalent; hospitality experience preferred
• Proficiency in Microsoft Office and attention to detail