Guest Service Centre Agent

09 Oct 2016
06 Nov 2016
Job Level

Further information

DUKES DUBAI is located in the heart of New Dubai on the trunk of the Palm, amidst a residential estate and will comprise both a hotel and apartments. The hotel is just 10 minutes’ drive from Dubai Marina and Sheikh Zayed Road, and 45 minutes from Dubai International Airport. It enjoys spectacular beach front views and access to Oceana’s resort facilities.

DUKES DUBAI will proudly rely on Dukes London - the multi-award winning flagship hotel, situated in the heart of London St. James, blending quintessential British charm and cosmopolitan luxury, to create a stunning residence and hotel in Dubai and establish unrivalled British elegance and comfort in Dubai. Our residential community at DUKES promises an ‘all-in-one’ way of life that combines luxury, convenience, privacy, and peace of mind. It will be a retreat from the hustle and bustle of city life, where guests will be treated to an impressive array of first-class amenities and services.

All of our 279 rooms and 227 apartments have been designed with the modern sophisticated traveller and business investor in mind. Bedrooms feature king size beds, walk-in wardrobes and beautiful en-suite bathrooms. The kitchens in our Studios and Apartments are chic in design and fully equipped with top-of-the-range appliances, offering stunning accommodation and living areas at one of the most desirable locations on Palm Dubai.

Proud sister hotel of Dukes London, voted England’s Leading Hotel for the third time in a row at the World Travel Awards.

We are currently looking for Guest Service Centre Agent.

Duties and responsibilities:

  • Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines.
  • Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
  • Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Review shift logs/daily memo books and document pertinent information in logbooks.
  • Notify Loss Prevention/Security of any guest reports of theft. Report accidents, injuries, and unsafe work conditions to manager.       
  • Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
  • Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation.
  • Speak with others using clear and professional language, and answer telephones using appropriate etiquette.


  • Previous Front Office experience in a large hotel with at least 300 keys in a luxury property required. Pre-opening experience is an advantage and fully competent on PMS system Opera.

Attitude Qualities:

  •  Enthusiastic,
  •  Spontaneous and empathic
  •  A high level of personal maturity is vital for this position
  •  Good visual memory
  •  At ease in a multi-cultural environment
  •  Confident speaking skills. Proficient in English and additional languages

Should you believe that you are the right candidate for the role, please apply on this website ONLY by submitting a cover letter, and your full updated CV, featuring a recent photographCandidates not meeting this requirements will not be considered. Applications sent directly by email will be disqualified.

DUKES DUBAI is an equal opportunities employer committed to the promotion of equality in all aspects of employment, including recruitment, the provision of training and career development opportunities.