At Your Service Agent – Hotel Franchised

The telephone or call-centre service role manages incoming enquiries and connects callers with the right person or department. It helps ensure that requests are answered promptly, messages are passed accurately and communication remains courteous. The position requires a calm telephone manner, careful listening and dependable record keeping. The successful candidate is expected to approach assigned work professionally, follow established procedures and communicate clearly with colleagues and customers. Work should be completed carefully, with issues raised early rather than left unresolved.

Key Responsibilities

• Maintain call logs, update contact information and document follow-up actions when required.
• Communicate urgent issues according to established procedures and alert the appropriate supervisor when necessary.
• Keep telephone equipment and workstations organised, and protect confidential information shared during calls.
• Answer incoming calls promptly, identify the nature of each enquiry and route calls to the appropriate contact.
• Provide accurate information within authorised guidelines and record messages when the intended recipient is unavailable.
• Handle requests professionally, ask clarifying questions and transfer sensitive or complex matters to the relevant team.

Requirements and Qualifications

• Customer-service or reception experience is useful, though communication ability and a professional attitude are especially important.
• Clear spoken communication and active listening, with additional language skills where relevant to the role.
• Ability to manage a steady flow of calls while maintaining accuracy and courtesy.
• Comfort using telephone systems, email, basic computer applications and contact directories.
• Reliable attendance, patience and the ability to handle sensitive information discreetly.

Skills

• Telephone etiquette and active listening
• Accurate message taking and routing
• Customer service and problem-solving
• Computer literacy and confidentiality

Professional Approach

A dependable operator helps callers feel acknowledged, reduces unnecessary transfers and supports smooth communication across the organisation. Clear handovers and reliable follow-up help the wider team maintain continuity. Candidates should be prepared to explain how their experience, training or transferable skills relate to the duties and how they would contribute to a professional, service-focused team.

Employment Details

• Company: Accor
• Location: Dubai, Dubai, United Arab Emirates
• Employment Type: Full Time
• Salary: Not disclosed