Cluster Guest Service Center Agent

About the role

As a Cluster Guest Service Center Agent you will be the first point of contact for guests, anticipating their needs and delivering exceptional service across the hotel portfolio. You will work closely with all hotel departments to ensure a seamless and memorable guest experience.

Key responsibilities

• Anticipate guest needs and handle inquiries in a helpful, attentive manner.
• Maintain comprehensive knowledge of room types, rates, facilities, food & beverage outlets, spa promotions and other properties.
• Take personal responsibility for service quality, ensuring standards are met at all times.
• Follow up on guest satisfaction issues promptly and propose innovative alternatives.
• Develop harmonious working relationships with all hotel departments.
• Participate in hotel events, daily shift briefings and training sessions to improve professional skills.

Required profile

• Strong focus on customer service.
• Prior experience in hotel front‑office operations preferred.
• Excellent communication skills; fluency in English and Arabic is an asset.
• Willingness to work shifts, weekends and public holidays.

Required skills

• Proficiency with Microsoft Office applications.
• Experience with Property Management Systems (PMS) preferred.