Command Center Agent - Front Office

Responsibilities

• Answer incoming calls in a timely and professional manner, in accordance with brand and Forbes Five-Star standards
• Respond to pre-arrival emails and guest communications with accuracy, efficiency, and personalized attention
• Assist guests with room reservations, service requests, and general inquiries
• Coordinate with internal departments to ensure timely and seamless fulfillment of guest requests
• Handle guest concerns and complaints with professionalism and empathy
• Accurately log and track all guest interactions, requests, and follow-ups in the system
• Process wake-up calls, special arrangements, and other guest service requests

Requirements

• Minimum 2 years of experience in Forbes Travel Guide or a luxury hospitality environment
• Previous experience in a Call Center, Guest Relations, or Front Office operations
• Excellent verbal and written communication skills
• Strong multitasking ability in a fast-paced, high-volume environment
• Proficiency in Microsoft Office and Hotel PMS (e.g., Opera Cloud)
• Fluency in English
• Ability to work a flexible, shift-based schedule including weekends, night shifts, and public holidays

Benefits

• Attractive salary in AED
• Excellent leave policy
• Healthcare package
• Incentive programs