Service Hub Agent

Paramount Hotel Dubai is seeking a Service Hub Agent to provide professional and caring telephone support for guests, colleagues and external callers. The role is responsible for handling incoming calls, providing accurate information about hotel departments, facilities, outlets, operating hours and Dubai attractions, and maintaining a consistently polished telephone experience. The agent will also coordinate wake-up calls, keep VIP information and internal telephone directories updated, maintain shift records and communicate important guest information to the relevant teams.

Key Responsibilities

• Answer internal and external calls promptly, courteously and according to hotel service standards.
• Provide accurate information about hotel services, facilities, outlets, operating hours and local attractions.
• Arrange and complete wake-up calls accurately and on time.
• Maintain VIP information, telephone directories and shift logbooks.
• Record guest comments and relevant operational information for effective shift handovers.
• Escalate emergency calls and incidents to the appropriate management team.
• Protect guest and hotel information and maintain confidentiality at all times.

Requirements

• Minimum 2 years of experience in a switchboard, telephone operator or communication centre role within a 5-star hotel, preferably in the Middle East.
• Clear, calm and friendly telephone manner.
• Good understanding of front office and hotel operations.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office applications.
• Professional, positive and guest-focused approach.

Employment Details

• Company: Paramount Hotel Dubai
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Industry: Hospitality