About the Role: Responsibilities, Skills, and Requirements
Ever wondered what it’s like to be the first voice guests hear from a world-class, luxury hotel in the heart of Dubai? As a Call Center Agent in our renowned Jumeira property, you won’t just answer phones—you'll become part of someone’s dream holiday (or business trip), creating a lasting impression before they even set foot in the lobby. If you're passionate about people, calm under pressure, and ready to represent a name that’s synonymous with exceptional service, this could be your next big opportunity.
About the Company
Nestled along the iconic shoreline of Jumeira, our hotel isn't just a place to stay—it's a destination. We're proud of our legacy of uncompromising hospitality, but what really sets us apart is the vibrant team who make every guest feel special. Our staff come from all corners of the globe, bringing their unique stories and a shared enthusiasm for excellence. Whether it’s celebrating team wins or sharing the best shawarma spots after late shifts, there’s a true sense of community here.
What You’ll Be Doing
- Answering incoming calls from guests and prospective customers, making every interaction feel welcoming and efficient.
- Handling reservations, inquiries, and special requests with accuracy—sometimes working a little magic to ensure guests feel heard.
- Providing clear information about services, amenities, and the latest hotel promotions—think of yourself as the hotel’s knowledgeable ambassador.
- Logging guest requests, issues, and preferences so that every detail is tailored to their experience.
- Collaborating with other departments (from housekeeping to concierge) to make sure promises made over the phone are kept on the ground.
- Managing challenging situations (like changes in travel plans or last-minute requests) with grace and a cool head.
- Upholding strict confidentiality, especially around VIPs and sensitive guest information.
What You’ll Bring
Must-Haves:
- Fluent spoken and written Arabic or English (bonus points for both!), with clear, warm phone etiquette.
- Previous customer service or call center experience—ideally in hospitality, but retail or airlines work too.
- Confident computer skills and comfortable learning hotel management systems on the fly.
- Calm under pressure, able to multitask during busy shifts or the occasional guest curveball.
- Eligible to work in the UAE (all nationalities and current visitors/residents are encouraged to apply).
- A genuinely positive attitude and willingness to go the extra mile.
Nice-to-Haves:
- Background in luxury hospitality or a similar guest-focused environment.
- Additional language skills—our guests come from everywhere!
- Enthusiasm for Jumeira’s local scene to delight guests with in-the-know tips.
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salaries: AED 3500–4800 for Arabic speakers, AED 3800–5500 for English speakers (based on experience and skills).
- Immediate joining—your new journey could start sooner than you think.
- Official residence visa provided, plus full legal, HR, and onboarding support.
- Professional growth in an international luxury brand known for internal promotions.
- Friendly, tight-knit team where support and camaraderie are the norm.
- Motivating, stylish work environment with all the perks of a leading Dubai hotel (yes, staff rates do come up!).
- Open to all backgrounds, reflecting the city’s diverse spirit.
- Flexible scheduling and respect for work/life balance.
At the end of the day, we’re proud to offer more than just a job—a chance to make an impact, learn, and become part of something bigger.
Common Interview Questions and Tips
To help you prepare and feel confident, here are some questions you might encounter during the interview process for this role.
- Can you describe your approach to handling a high volume of incoming calls while ensuring each guest feels valued and understood?
- Tell us about a time you managed a guest’s last-minute change or a complex special request—how did you make it work?
- Walk us through how you would accurately log a guest’s preferences or issues so that the information is clear for other departments.
- How do you familiarize yourself quickly with new technology or hotel management software you haven’t used before?
- What steps do you take to maintain strict confidentiality, especially when dealing with VIP guests or sensitive information?
- Give an example of a situation where you had to calm a frustrated guest over the phone and transform a negative experience into a positive one.
- When collaborating across departments like housekeeping or concierge, how do you ensure clear and timely communication to meet guest expectations?
- How do you balance efficiency with a warm, welcoming tone when handling multiple tasks during a busy period?
- Describe an instance where your in-depth local knowledge or language ability made a difference for a guest.
- How do you personally define exceptional customer service, and how do you bring that standard into your daily interactions?
- What motivates you to deliver your best even when working late shifts or during peak travel seasons?
- How do you contribute to a positive and supportive team environment outside of your core job duties?
- If a new team member joined from a different culture, how would you help them feel included and welcomed at work?
- What excites you most about joining a diverse team in a renowned hotel like ours with its legacy of hospitality?