Guest Service Agent

Responsibilities

• Serving as a key point of contact for guests, ensuring every call is handled with professionalism and care
• Assisting guests with enquiries, requests, reservations, and resort information
• Connecting guests with the appropriate departments and ensuring timely follow-up
• Managing guest messages, wake-up calls, and special requests with accuracy and attention to detail
• Providing clear and helpful information about resort facilities, services, and experiences
• Supporting guests with solutions that enhance their stay and exceed expectations
• Responding calmly and efficiently during urgent situations while following established procedures
• Collaborating with colleagues across the resort to ensure a seamless guest journey
• Creating positive experiences through every interaction, whether simple or complex

Requirements

• Minimum 2 years of experience in Guest Services, Telephone Operations, Front Office, Contact Centre, or a similar hospitality role
• Exceptional communication and interpersonal skills
• Professional telephone etiquette and a guest-focused approach
• Strong command of spoken and written English
• Additional language skills in Arabic, Russian, German, or French are highly desirable
• Experience with hotel systems such as Protel is an advantage
• Good knowledge of Microsoft Office applications
• Excellent organisational skills, attention to detail, and the ability to multitask
• A positive attitude and a genuine passion for hospitality

About the Company

JA The Resort is a luxury hospitality provider in Dubai, focused on delivering exceptional service and through every interaction and guest experience.